Figures and ratios - Banca Popolare di Milano
Figures and ratios - Banca Popolare di Milano
Figures and ratios - Banca Popolare di Milano
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Customer care <strong>and</strong> listening will continue to be important issues for the Group in 2011.<br />
In<strong>di</strong>vidual customer results<br />
(Group figures)<br />
45<br />
51<br />
2008 2009 2010<br />
� The overall satisfaction of in<strong>di</strong>vidual customers is rising for all Group banks. In particular,<br />
the highest score in absolute terms is for employees, while the lowest is for current accounts,<br />
though they have turned in the largest improvement over the previous year, above all for<br />
BPM <strong>and</strong> Cassa <strong>di</strong> Risparmio <strong>di</strong> Aless<strong>and</strong>ria.<br />
� Private banking customers show an overall level of satisfaction which is rising significantly<br />
in all areas, in particular: the range of investment products, de<strong>di</strong>cated banking products,<br />
yield achieved <strong>and</strong> timeliness of communications received on investments.<br />
Small business customer results<br />
(Group figures)<br />
48<br />
2 3 24<br />
45<br />
2008 2009 2010<br />
� Small Business customers, while very <strong>di</strong>fferent among themselves, show results almost in<br />
line with the previous year <strong>and</strong> in any case better than the system average. The improvements<br />
already recorded in 2009 by Cassa <strong>di</strong> Risparmio <strong>di</strong> Aless<strong>and</strong>ria are continuing, which is<br />
gradually bringing it into line with BPM <strong>and</strong> <strong>Banca</strong> <strong>di</strong> Legnano.<br />
� For Small <strong>and</strong> Me<strong>di</strong>um Enterprises (SMEs), the quality of service is high in terms of<br />
contact management <strong>and</strong> frequency, with levels of satisfaction in line with the system for most<br />
of the topics analysed.<br />
* No data collected from previous e<strong>di</strong>tions as not comparable with those of 2010..<br />
54<br />
44<br />
Private banking customer results<br />
(BPM figures only)<br />
2008 2009 2010<br />
1,2,3,4. The Levoni family: since 1911 this firm, which is based in Castellucchio in the province of Mantua, is synonymous with tra<strong>di</strong>tion, authenticity <strong>and</strong> excellence in the field of salumi (cured meats).<br />
The Levoni family has never compromised on the quality of its products <strong>and</strong> this courageous decision has rewarded it by turning it into a well-known <strong>and</strong> much appreciated br<strong>and</strong> all over the<br />
world. Levoni has been a customer of <strong>Banca</strong> <strong>Popolare</strong> <strong>di</strong> Mantova for the last 10 years<br />
38<br />
44<br />
SME customer results*<br />
(BPM figures only)<br />
55<br />
2010<br />
48<br />
55
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