GENERAL MEETING DRAFT - Bankier.pl

61
>> Report on Operations
Retail
���������������������������������������������������
�������������������������
Customers Total Financial Assets (1)(2)
2009, € billion
Direct deposits
AUM
AUC
Share of total
261 (3)
102,8
(1) Business volumes which have been classified differently from accounts data
(2) Data including asset of Fineco Bank in Italy, DAB Group in Germany
(3) New commercial network data, net of Institutionals
The two graphs show the contribution of the three countries to the composition of the Retail SBA’s
financial assets and loans, broken down by product. At the end of 2009, of total financial assets of
around €377 billion, Italy contributed 69%, Germany 21% and Austria 10%. Italy registered a greater
penetration of indirect deposits (61%), while in Germany and Austria, countries characterized by higher
rates of savings deposits, the weighting was at 59% and 30% respectively.
Of total loans to customers of about €168 billion, Italy contributed 68%, Germany 20% and Austria the
remaining 11%. The mix was different in the three countries. The mortgage loans for home purchases
represented in all areas the predominant product with an average penetration of approximately 56%. In
Italy, consumer credit contributed 67% to the €11 billion of total financing. Finally, Italy contributed 92%
to small business segment short-term loans of the Retail SBA
���������������������
76,6
81,9
78
31,9
21,4
24,6
38
26,7
2,7 8,9
IT GE AU
69% 21% 10%
Total Loans to Customers (excluding non-performing loans)
2009, € billion
Other
SB M/L term
SB short term
Consumer credit
Households
Mortgages
Share of total 68% 20% 11%
In Italy the process of integration of the former Capitalia network was completed in 2009. This activity has
allowed Italian commercial banks to achieve important objectives in terms of the optimization of
governance processes, reduction of operating costs and an extension of uniform standards of service
across the whole sales network plus a single sales supply improving the quality of service.
In 2009, the Retail SBA expanded its approach to Customer Satisfaction to the former Capitalia
network, including the measurement of customer satisfaction through the TRI*M index3 and the
monitoring of the Customer Experience through Mystery Shopping. The TRI*M index in December 2009
recorded an overall improvement of 8 points compared with 2008, returning to pre-crisis values and
allowing UniCredit to regain its top position compared with its principal competitors. The "Q48" project that
allows customer complaints to be answered within 48 hours has been extended to the entire sales
network. The main result of this project, in addition to “Instant feedback” and direct complaints to senior
management, was to reduce the average response time to customer complaints.
3 The TRI*M Index measures the level of customer retention through a weighted summation of assessments that interviewees give the Company based on
4 main retention indices, two of which are related to the degree of satisfaction (overall satisfaction and likelihood to recommend), while the other two
measure loyalty (likelihood of repeat purchases and competitive advantage).
115
14
14,3
14,7
7,6
64
34
12
19,5
0.9
0.9
1
19
11
2,7 2
11
IT GE AU
2,7
0.3