Listening methodIssues discussed
EMPLOYEES
Network employees
  • 5 Focus Groups with the employees of the three “commercial local areas” (Personal, Retail and Corporate)
  • 1 Focus Group with the Area Managers
  • Customer service Quality and Innovation: quality of the products and relations with customers and multi-channel system 
  • Product responsibility: transparency and correctness in commercial communications
  • Employee development and Professional training and development 
  • Quality of life at the company: welfare and work-life balance
  
Trade unions
  • 1 Focus Group
Employees from the business Divisions and various units
  • 21 Focus groups, 35 telephone interviews, 40 ad hoc surveys, numerous individual and collective meetings 
  • Communication and engagement initiatives in the Subsidiaries aimed at gathering innovative ideas
CUSTOMERS  
Corporate Customers 10 telephone interviews to Mediocredito Italiano Corporate customers
  • Strengthening of enterprise competitive skills in terms of the Bank's support on the subject of business innovation and internationalisation
  • Assistance to companies in accessing financing channels 
  • Support to strategic business projects
  • Support to the green economy 
  • Customer service Quality and Innovation: quality of the products and relations with customers and multi-channel system
New entrepreneurs
  • 7 face to face interviews to start-ups of the Cleantech and renewable energy sectors 
  • 1 face to face interview to a large company playing the role of start-up incubator / accelerator
  • Expectations of young and/or highly technological entrepreneurs on specific banking and non-banking support services with respect to their requirements (Intesa Sanpaolo Start-Up Initiative project) 
  • Support and services offered by the Bank to businesses and investors interested in start-ups in terms of creating networks and organising events dedicated to meeting entities interested in innovation
Retail, Personal and Small Business Customers
  • Customer Satisfaction Surveys: approximately 45,000 businesses and over 5 million individuals
  • Approximately ten Customer Experience surveys on the relation between the bank and the customers which involved almost 79,000 employees
  • Analysis of the needs through surveys that involved the Bank's customers and prospects
  • Mystery shopping in almost 3,000 Retail and Personal branches involved in the “Insieme per la Crescita” (Together for Growth) project 
  • Focus groups and interviews to employees and customers from the Personal segment on Digital factory, innovation and digitisation of the Bank 
  • 26 intensive groups of customers and providers for the analysis on the development of the Corporate Retail and Personal segments
  • Customer service Quality and Innovation: quality of the products and relations with customers and multi-channel system 
  • Financial inclusion and economic empowerment of the elderly, young and foreign population and involvement of the Community, Associations, and Organisations in the relationship with the Bank 
  • Financial literacy and promotion of a culture of responsible asset management 
  • Product responsibility: transparency and correctness in commercial communications 
  • Strengthening of enterprise competitive skills in terms of the Bank's support on the subject of business innovation and internationalisation  
SHAREHOLDERS  
Small Shareholders' association
  • Telephone interview to E.di.va
  • Major social and environmental issues for the Group and of relevance for all stakeholders
SRI investors
  • Questionnaires of SRI analysts (Sustainalytics, Imug, MSCI ESG Research Inc., Oekom research) who rate the company on sustainability issues
  • Strengths and areas of improvement for the Intesa Sanpaolo Group
 

Mapping of the stakeholder engagement activities carried out by the International Subsidiary Banks was also conducted in 2015. The goal was to identify shared points but also specific characteristics of their approach as well as to identify the most involved stakeholders and the methods used in the various companies. Stakeholders with respect to which the majority of engagement activities were carried out were Customers and Employees (see "Stakeholder Engagement Activities 2015" on the website [i] for details on the results).