| Increase the number of satisfied customers by focusing on addressing the problems that commonly give rise to complaints |
Achieved: The overall number of satisfied customers has increased. In the majority of the countries and across all divisions – Retail, Corporate and Private – we registered an increased TRI*M score |
| Develop new products and services to support the internationalization of SMEs |
Achieved: Imprendo Export package for SMEs, has been further developed, now benefiting from a network of 22 Cross Border Centers |
| Improve the transparency of certain contracts and documentation, and make them easier for customers to understand |
Achieved: Transparency of contracts and documentation was improved in all markets according to customer needs and expectations |
| Establish action plans to customize the solutions we offer customers and to strengthen our support for their long-term growth |
Partially Achieved: Corporate Banking Customer Relationship Management (CRM) continued supporting and monitoring interactions with customers |
| Optimize the credit process, both streamlining it and increasing transparency, while expanding our advisory role in it |
Achieved: Corporate Banking in Italy, Germany and Austria redesigned the entire credit process, increasing credit quality and, in Italy, dramatically reducing response times by 50 percent |
| Improve our transparency, with support of Consumer Associations and launch educational activities |
Achieved: Dialogue with Consumer Associations was strengthened in Italy through the signing of a new agreement, in addition to several financial education initiatives successfully launched |
| Develop initiatives with Consumer Associations based in Central and Eastern Europe that promote customer-centricity and help identify major customer needs |
Partially Achieved: Pilot projects launched in Croatia and the Czech Republic aim to better understand local consumer protection issues and culture are still ongoing |
| Organize two international roundtables with NGOs to receive feedback on UniCredit’s mining and water infrastructure policies, currently under development, and on recent changes to our Defense/Weapons policy |
Partially Achieved: A roundtable concerning UniCredit Defense/Weapons industry Policy was organized in May 2010, with the partecipation of various NGO representatives |
