Composition
Retail customers by age group [%]
Retail customers by seniority [years]
| Accessibility and distribution channels: Italy | 2014 | 2013 | 2012 |
|---|---|---|---|
| No. multichannel contracts (stock) | 5,708,303 | 5,196,200 | 4,635,328 |
| No. multichannel contracts (stock)/No. customers | 49.1 | 39.9 | 39.7 |
| Percentage of bank transfer automation | 81.7 | 72.4 | 70.7 |
| Total bank transfers executed | 33,127,135 | 39,304,521 | 30,697,811 |
| Percentage of securities automation | 71.1 | 75.9 | 72.6 |
| Total securities traded | 10,661,303 | 7,182,268 | 7,286,879 |
| Remote Banking: No. contracts in force at the reporting date | 163,609 | 169,547 | 200,712 |
| Remote Banking: No. instructions | 162,167,961 | 208,374,634 | 202,906,641 |
| Presence in Italian regions with a low density population* | 2014 | 2013 | 2012 | |||
|---|---|---|---|---|---|---|
| BRANCHES | ATMs | BRANCHES | ATMs | BRANCHES | ATMs | |
| Molise | 16 | 23 | 15 | 24 | 22 | 27 |
| Sardegna | 92 | 140 | 94 | 141 | 101 | 142 |
| Basilicata | 24 | 25 | 26 | 27 | 32 | 34 |
| Valle d'Aosta | 27 | 45 | 28 | 46 | 28 | 45 |
| Trentino Alto Adige | 71 | 88 | 73 | 96 | 83 | 107 |
| Presence in Italian regions with a low density population [%]* | Change % 2014/2013 | Change % 2013/2012 | ||
|---|---|---|---|---|
| BRANCHES | ATMs | BRANCHES | ATMs | |
| Molise | 6.7 | -4.2 | -31.8 | -11.1 |
| Sardegna | -2.1 | -0.7 | -6.9 | -0.7 |
| Basilicata | -7.7 | -7.4 | -18.8 | -20.6 |
| Valle d'Aosta | -3.6 | -2.2 | 0 | 2.2 |
| Trentino Alto Adige | -2.7 | -8.3 | -12 | -10.3 |
* Source:
ISTAT 2015, statistical reconstruction of regional population time series for the period 1/1/2002-1/1/2014.
The regions considered are those with less than 100 inhabitants per Km2.
| Presence of Intesa Sanpaolo Group Banks in foreign countries | 2014 | 2013 | 2012 | |||
|---|---|---|---|---|---|---|
| BRANCHES | ATMs | BRANCHES | ATMs | BRANCHES | ATMs | |
| Albania | 32 | 52 | 31 | 55 | 31 | 59 |
| Bosnia and Herzegovina | 51 | 87 | 51 | 82 | 54 | 90 |
| Croatia | 197 | 678 | 203 | 657 | 211 | 670 |
| Romania | 71 | 84 | 76 | 88 | 86 | 95 |
| Serbia | 177 | 258 | 192 | 255 | 199 | 257 |
| Slovakia | 234 | 572 | 239 | 573 | 242 | 566 |
| Slovenia | 52 | 97 | 52 | 95 | 54 | 93 |
| Hungary | 95 | 156 | 95 | 156 | 108 | 171 |
| Egypt | 170 | 294 | 174 | 275 | 200 | 262 |
| Russian Federation | 61 | 59 | 69 | 65 | 76 | 68 |
| Presence of Intesa Sanpaolo Group Banks in foreign countries | Change % 2014/2013 | Change % 2013/2012 | ||
|---|---|---|---|---|
| BRANCHES | ATMs | BRANCHES | ATMs | |
| Albania | 3.2 | -5.5 | 0 | -6.8 |
| Bosnia and Herzegovina | 0 | 6.1 | -5.6 | -8.9 |
| Croatia | -3 | 3.2 | -3.8 | -1.9 |
| Romania | -6.6 | -4.5 | -11.6 | -7.4 |
| Serbia | -7.8 | 1.2 | -3.5 | -0.8 |
| Slovakia | -2.1 | -0.2 | -1.2 | 1.2 |
| Slovenia | 0 | 2.1 | -3.7 | 2.2 |
| Hungary | 0 | 0 | -12 | -8.8 |
| Egypt | -2.3 | 6.9 | -13 | 5 |
| Russian Federation | -11.6 | -9.2 | -9.2 | -4.4 |
Loans to customers by type [%]
Due to customers by type [%]
Loans by industrial sector: Italy 2014
| Eurizon Ethical Funds | 2014 | 2013 | 2012 | |
|---|---|---|---|---|
| Ethical funds: assets [thousands of euro] | 643,473 | 404,828 | 378,171 | |
| Ethical international equity assets [thousands of euro] | 88,783 | 80,382 | 76,039 | |
| Ethical bond assets [thousands of euro] | 420,844 | 230,235 | 216,373 | |
| Ethical diversified assets [thousands of euro] | 133,847 | 94,211 | 85,758 | |
| Ethical international equity performance [%] | 20.6 | 25.2 | 10.2 | |
| Ethical bond performance [%] | 9.9 | 3.6 | 12.0 | |
| Ethical diversified performance [%] | 5.7 | 6.1 | 9.9 | |
| Percentage of ethical funds to total assets of Italian registered funds [%] | 1.2 | 0.5 | 0.5 | |
| Total assets - Ethical Funds managed for third parties (FAPA, etc.) [thousands of euro] | 703,000 | n.d. | n.d. | |
This is the gross performance of funds. The Eurizon ethical funds are established under Italian law.
| Fideuram Ethical Funds | 2014 | |
|---|---|---|
| Ethical funds: assets [thousands of euro] | 24,869 | |
| Fonditalia Ethical Investment R assets [thousands of euro] | 23,784 | |
| Fonditalia Ethical Investment R performance [%] | 4.4 | |
| Fonditalia Ethical Investment T assets [thousands of euro] | 1,085 | |
| Fonditalia Ethical Investment T performance [%] | 4.1 | |
| Percentage of ethical funds to total assets of foreign funds [%] | 0.07 | |
This is the gross performance of funds. Fideuram ethical funds are established under Luxembourg law.
| Intesa Sanpaolo Group Pension Fund (FAPA) | 2014 | |
|---|---|---|
| No. companies in the FAPA portfolio | 432 | |
| No. companies in the FAPA portfolio involved in engagement initiatives | 11 | |
| % FAPA portfolio subject to engagement to the total FAPA portfolio | 6.9 | |
Pubblic administration
| Loans to socially useful sectors [millions of euro] | 2014 | 2013 | 2012 |
|---|---|---|---|
| Italy | Italy | Italy | |
| Water/energy/environment | 59 | 53 | 251 |
| Local Health Authorities and health/assistance/cultural structures | 51 | 11 | 611 |
| Local public services | 81 | 107 | 71 |
| Local public transport | 0 | 0 | 29 |
| Universities | 4 | 0 | 134 |
| Infrastructures | 310 | 315 | 261 |
| Other sectors | 116 | 10 | 775 |
| of which: | |||
| Municipalities | 108 | 10 | 225 |
| Regions | 0 | 0 | 27 |
| Provinces | 2 | 0 | 55 |
| Companies and entities benefiting from state mortgages | 0 | 0 | 48 |
| Ministries and other state entities | 5 | 0 | 261 |
| Other | 0 | 0 | 159 |
| Total | 621 | 496 | 2,132 |
| Abroad | Abroad | Abroad | |
| Water/energy/environment | 0 | 0 | 58 |
| Infrastructures | 0 | 13 | 8 |
| State-controlled companies | 0 | 13 | 38 |
| Total | 0 | 26 | 105 |
Customer Satisfaction
Customers in Italy
Benchmark survey on Retail customers*
| Index | 2014 | ||
|---|---|---|---|
| Banking industry | Intesa Sanpaolo Group | ||
| Retail customers in Italy | |||
| Instinctive satisfaction | NSI | 16 | 9 |
| Branch office staff | NSI | 39 | 31 |
| Branch | |||
| Branch environment and climate | NSI | 20 | 18 |
| Privacy in carrying out transactions at the branch | NSI | 30 | 26 |
| Branch organisation and efficiency | NSI | 12 | 2 |
| Investment advice | NSI | 24 | 12 |
| Internet banking | NSI | 57 | 56 |
| Rational satisfaction | NSI | 30 | 23 |
| Customers interviewed (No.) | 11,283 | 2,663 | |
NSI=Net Satisfaction Index, equal to the percentage satisfied (rating of 9-10) less the percentage dissatisfied (rating 1-6).
*In 2014 the Retail Benchmark survey was amended, therefore comparison can no longer be made with previous years.
Benchmark survey on Small Business and Corporate customers
INTERNATIONAL SUBSIDIARY BANKS' CUSTOMERS
ECSI second half 2014
ECSI first half 2014
Intesa Sanpaolo Group’s International Subsidiary Banks compared with their best competitor and the benchmarking average in their respective markets.
Calculation method: European Customer Satisfaction Index (ECSI)
Complaints
| Complaints by type | 2014 | 2013 | 2012 | ||||||
|---|---|---|---|---|---|---|---|---|---|
| Italy | Abroad | Group | Italy | Abroad | Group | Italy | Abroad | Group | |
| Investment services complaints | 1,467 | 477 | 1,944 | 1,694 | 581 | 2,275 | 2,102 | 559 | 2,661 |
| securities in default | 172 | 250 | 422 | 309 | 251 | 560 | 665 | 171 | 836 |
| structured securities | 17 | 20 | 37 | 10 | 47 | 57 | 32 | 61 | 93 |
| Cheques and collection orders | 1,680 | 43 | 1,723 | 1,579 | 62 | 1,641 | 1,793 | 50 | 1,843 |
| Bank transfers, salaries and pensions | 4,096 | 6,623 | 10,719 | 4,078 | 9,439 | 13,517 | 3,117 | 8,032 | 11,149 |
| Cards | 2,151 | 16,531 | 18,682 | 3,229 | 20,168 | 23,397 | 3,020 | 21,260 | 24,280 |
| Credits | 11,031 | 6,283 | 17,314 | 6,241 | 6,424 | 12,665 | 4,717 | 5,967 | 10,684 |
| Current accounts and deposits | 2,580 | 11,797 | 14,377 | 5,384 | 13,379 | 18,763 | 6,026 | 13,860 | 19,886 |
| Mortgages and special loans | 5,593 | 3,644 | 9,237 | 3,578 | 2,994 | 6,572 | 1,853 | 4,088 | 5,941 |
| Insurance products | 3,157 | 556 | 3,713 | 3,436 | 814 | 4,250 | 5,001 | 632 | 5,633 |
| Remote banking | 379 | 10,687 | 11,066 | 461 | 9,304 | 9,765 | 414 | 8,623 | 9,037 |
| Other | 4,432 | 11,358 | 15,790 | 3,829 | 11,682 | 15,511 | 2,696 | 9,867 | 12,563 |
| Total | 36,566 | 67,999 | 104,565 | 33,509 | 74,847 | 108,356 | 30,739 | 72,938 | 103,677 |
Complaints by reason [%]
| Other complaints | 2014 | 2013 | 2012 | ||||||
|---|---|---|---|---|---|---|---|---|---|
| Italy | Abroad | Group | Italy | Abroad | Group | Italy | Abroad | Group | |
| Ethical | 60 | 7 | 67 | 70 | 25 | 95 | 162 | 25 | 187 |
| For privacy | 162 | 287 | 449 | 184 | 278 | 462 | 172 | 67 | 239 |
| For anatocism | 1,823 | 2 | 1,825 | 1,573 | 1 | 1,574 | 979 | 2 | 981 |
Social and environmental risk assessment: Equator Principles*
* The tables refer to the number of projects financially closed in 2014.
| Project financing | |||
|---|---|---|---|
| Total by category Category A |
Total by category Category B |
Total by category Category C |
|
| 4 | 8 | 6 | |
| Project details by category A |
Project details by category B |
Project details by category C |
|
| Industry | |||
| Oil & Gas | 3 | 2 | 1 |
| Energy | 1 | 1 | 1 |
| Infrastructure | - | 1 | 3 |
| Other | - | 4 | 1 |
| Region | |||
| America | 1 | 1 | 1 |
| Europe, Middle East and Africa | 3 | 7 | 5 |
| Type of country | |||
| Designated | 1 | 3 | 3 |
| Non-designated | 3 | 5 | 3 |
| Independent audit | |||
| Yes | 4 | 7 | 4 |
| No | - | 1 | 2 |
| Business loans associated with projects | |||
|---|---|---|---|
| Total by category Category A |
Total by category Category B |
Total by category Category C |
|
| 1 | - | - | |
| Project details by category A |
Project details by category B |
Project details by category C |
|
| Industry | |||
| Oil & Gas | 1 | - | - |
| Region | |||
| Europe, Middle East and Africa | 1 | - | - |
| Type of country | |||
| Designated | - | - | - |
| Non-designated | 1 | - | - |
| Independent audit | |||
| Yes | 1 | - | - |
| No | - | - | - |
| Project finance advisory services | |
|---|---|
| Industry | |
| Oil & Gas | - |
| Energy | 1 |
| Infrastructure | - |
| Other | - |
| Region | |
| America | - |
| Europe, Middle East and Africa | 1 |
| Asia and Oceania | - |
Controversial sectors
| Summary of data on authorisations issued for exports listed in the Report to the Parliament [millions of euro] | |||||||||
|---|---|---|---|---|---|---|---|---|---|
| 2006 | 2007 | 2008 | 2009 | 2010 | 2011 | 2012 | 2013 | 2014 | |
| Sanpaolo IMI Group | 448.3 | ||||||||
| Banca Intesa Group | 46.9 | ||||||||
| Intesa Sanpaolo Group | 198.2 | 177.6 | 186.1 | 1 | 0.004 | 0 | 0.9 | n.d. | |
| Pro-forma total | 495.2 | 198.2 | 177,6* | 186,1* | 1,0* | 0.004 | 0 | 0.9 | n.d. |
*excluding figures for CR La Spezia, sold on 2/1/2011 (87.5 million euro in 2008; 47.2 million euro in 2009; 38.4 million euro in 2010)
| Inter-governmental programmes: amounts reported by the Bank to the Ministry of Economy and Finance [millions of euro] | |||||||||
|---|---|---|---|---|---|---|---|---|---|
| 2006 | 2007 | 2008 | 2009 | 2010 | 2011 | 2012 | 2013 | 2014 | |
| Sanpaolo IMI Group | 558.3 | ||||||||
| Banca Intesa Group | |||||||||
| Intesa Sanpaolo Group | 341.2 | 668.9 | 806.1 | 180 | 95 | 126 | n.d. | n.d. | |
| Pro-forma total | 558.3 | 341.2 | 668.9 | 806.1 | 180 | 95 | 126 | n.d. | n.d. |
Source: Report to the Parliament Controversial sectors.
As a result of the amendments to Italian Law 185/90, applied from mid-2013, the Ministry of Finance authorisations granted to banks for operations in the arms industry (Notifications) were abolished. The amounts relating to transactions authorised by the Ministry of Defence or the Ministry for Foreign Affairs are reported by banks to the Ministry of Finance and now relate to all types of contract. The total of approximately 41.8 million euro relating to Intesa Sanpaolo in the 2013 Report to the Parliament concerns reports for Inter-governmental Programmes, considered an exception to the Bank's policy, and, to a minimal extent, reports on old transactions notified in previous years.