Figures and ratios - Banca Popolare di Milano

Compared with the previous year, there has been a decrease in the ratio between complaints processed/incoming complaints and
those that have had a positive outcome for the customer; the average time needed to resolve complaints is improving.
2010 2009
Complaints processed/incoming complaints 92% 99%
Complaints processed with a positive outcome for the customer 32% 36%
Average resolution time 16.2 days 18 days
Lastly, BPM's participation in ABI - RECLARA, an interbank working group for monitoring and processing complaints in the banking system.
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LISTENING TO CUSTOMERS AT BANCA AKROS:
A stable group of bankers, the lean structure and a deep-rooted culture of teamwork, as well as a steady stream of information that ensures maximum
transparency, have enabled Banca Akros to create strong relationships with its clients. Confirmation of this comes from the fact that the level of
customer retention has remained high even in these years of particularly difficult markets.
The bankers meet with their clients on average once every two months; with a group of about 200 clients, a weekly basis is achieved.
2. CA' la Ghironda: is located in Ponte Ronca di Zola Predosa, in the province of Bologna. It consists of an outdoor sculpture park, a botanical garden with more than 25,000 plants, an
exhibition space, a conference centre, a place for exhibitions and laboratory artistic activities with spaces dedicated to schools, families and children. It has been a customer of BPM since 1997
3. Detail of the inner hall which is also used for art exhibitions
4. A detail of the amphitheatre in the park CÀ la Ghironda
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