Letno poročilo 2007 - UniCredit Banka Slovenija dd

Business ReportBank’s Segment Performance Reviewmeasurements, which are performed jointlywith UniCredit Group, within corporatebanking and retail banking units, produceda desirable result last year concerningoperations with the general public, whichplaced the Bank in first place amongbanks. As far as corporate operations areconcerned, the Bank has been achievingoutstanding client satisfaction results for thepast few years.Client satisfaction index concerningoperations with the general public iscalculated by an independent institutionTNS, enabling the Bank to compare itsresults with those of other banks within theUniCredit Group and other banks in Europeand Slovenia. In 2007, the Bank achievedthe best result in the Group and exceededclient satisfaction of competitive banksin Slovenia, amounting to 70 points onaverage. The Bank achieved 99 points andwas placed among the best five percent ofthe banks in Europe. The Bank will striveto preserve high client satisfaction in allsegments in the future as well.Introduction of new products in 2007High CustomerRetention90was marked by successful launches of twostructured deposits, the introduction ofwhich followed innovation, which is a partof the Bank’s strategy. The Bank introducedLombard/collateralized loans and crossbordercredit plus, which are interestingmainly for clients who need cross-bordersupport. In the fall, the Bank startedpromoting sales of the Pioneer Investmentsumbrella fund, which brought an internationalfund operator to Slovenia.In 2007, the Bank successfully continuedto use alternative communication channelssuch as direct mail, to cooperate with itspartners and to increase cross-selling.Last year’s advertising campaigns weremarked by the renaming of the Bank and itsbrand. It was taken into consideration thatclients’ needs vary with regard to individualsegments. As far as communication withcompanies is concerned, the Bank focuseson organizing various events and thusattends to effective transfer of best practiceknowledge from the field of structuredfinancing and derivatives. The Bank alsopublished the first issue of Azimut, ourmagazine targeted at key clientele. The99purpose of the magazine is to innovativelyunderline the Bank’s care for thedevelopment of an individual and its keeninterest in social development. The Bankmade a shift in the tone of its marketingcampaign focused on communicating withthe general public. A corporate advertisingcampaign actively announced the brandchange. UniCredit Bank brand is based on aunique, identifiable, modern, dynamic, andemotional basis, which will be noticed in allfuture communication tools as well.Current research shows that UniCredit Bankbrand quickly became synonymous withexcellence also in the Slovenian bankingmarket. The Brand Equity Index Study,carried out Group-wide, enables us toverify awareness, reputation and inclinationto repeated purchase. We are proud thatthrough the re-branding campaign we haveachieved 40 % aided awareness and up to80 % aided awareness in some segments.Our clients already recognize key attributesof our brand, such as innovativeness,helping clients to achieve their goals, and ahigh level of customer satisfaction throughquality service. We use these researchresults also in measuring performancesuccess and for remunerating managers,who consider the client satisfaction indexa vital element of their annual performancegoals.70503068 69Challengesof the Year 2008Low CustomerRetentionCompetitors in Slovenia- Retail bankingFinance - Europe- Retail bankingUniCredit Banka Slovenija d.d.- Retail bankingNumber of interviews 2.474 800.000 1.515Source: Customer Satisfaction Study Slovenia, November 2007 and TNS Group, 2003 - 2006Year 2007 is marked as the year theSlovenian economy achieved the highesteconomic growth since its declaration ofindependence. The main factors were highexport growth and domestic investments,mainly in the construction industry.Concerning domestic consumption,130 2007 Annual Report · UniCredit Bank