| EMPLOYEES |
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| 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
|
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| Trade unions |
|
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| 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
|
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| CUSTOMERS |
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| 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
|
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| 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
|
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| SHAREHOLDERS |
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| Small Shareholders' association |
- Telephone interview to E.di.va
|
- Major social and environmental issues for the Group and of relevance for all stakeholders
|
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| 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
|
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