Composition

Retail customers by age group [%]

retail-customers-by-age-group.jpg

Retail customers by seniority [years]

retail-customers-by-seniority.jpg

Accessibility and distribution channels: Italy201420132012
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*201420132012
BRANCHESATMsBRANCHESATMsBRANCHESATMs
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 % 2014/2013Change % 2013/2012
BRANCHESATMsBRANCHESATMs
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 countries201420132012
BRANCHESATMsBRANCHESATMsBRANCHESATMs
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 % 2014/2013Change % 2013/2012
BRANCHESATMsBRANCHESATMs
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 [%]

loans-to-customers-by-type.jpg

Due to customers by type [%]

due-to-customers-by-type.jpg

Loans by industrial sector: Italy 2014

loans-by-industrial-sector.jpg

Eurizon Ethical Funds201420132012
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 Funds2014
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]201420132012
ItalyItalyItaly
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*

 Index2014
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

benchmark-survey-on-small-business-and-c

INTERNATIONAL SUBSIDIARY BANKS' CUSTOMERS

ECSI second half 2014

ecsi-second-half-2014.jpg

ECSI first half 2014

ecsi-first-half-2014.jpg

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  
ItalyAbroadGroupItalyAbroadGroupItalyAbroadGroup
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 [%]

complaints-by-reason.jpg

Other complaints 2014  2013  2012  
ItalyAbroadGroupItalyAbroadGroupItalyAbroadGroup
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]       
 200620072008200920102011201220132014
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]      
 200620072008200920102011201220132014
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.