This chapter includes the value of relations with key stakeholders; the trust that Intesa Sanpaolo has developed and intends to protect, enhancing its image and reputation.
SHARED VALUE GENERATED BY INTESA SANPAOLO
- Increase in the reputation asset
- Reduction in the social costs of corruption
- Development of trust capital
- New customer retention/acquisition
- Quality of relations with stakeholders
- Attraction of new investors
- Development of innovation
- Work-life balance
Relations with stakeholders: involvement and listening
Stakeholder
- Network employees of the pilot regional areas of “Insieme per la crescita” (Together for growth)
- Trade unions
- Market coordinators
- Employees and Managers
Listening method
- 4 Focus Groups with branch employees and 1 Focus Group with branch Managers
- 1 Focus Group
- 4 face-to-face interviews
- Climate survey
Issues discussed
- Enhancement of employees (training, incentive policies, diversity)
- Quality of life in the Company (welfare, work-life balance, health and safety)
- Service Model development
- Employee satisfaction
- Perception of one's role in the Bank
- Manager-employee relationship
Stakeholder
- Small shareholders' associations
- SRI investors
Listening method
- Telephone interviews with A.D.B.I., E.d.I.V.A., Associazione Azione Intesa Sanpaolo
- Telephone interviews with OEKOM, Sustainalytics, Banque Postale and J. Safra Sarasin
Issues discussed
- Social and environmental issues impacting all stakeholders
- Analysis methods of rating companies and SRI investors
- Strengths and areas of improvement for the Intesa Sanpaolo Group
Stakeholder
- Professional associations
- Household, Personal and Senior customers
- Household customers
- New entrepreneurs
- Corporate Customers
Listening method
- 6 telephone interviews to the major Italian professional associations
- 2 workshops, 10 focus groups, 1500 CATI interviews
- 12 focus groups
- 24 ethnographic interviews
- 120 experiential homework assignments
- Desk survey and CATI survey involving 1,400 young businesses
- 5 focus groups
- 2,100 CATI interviews
- 210 CAWI interviews
- 21 face-to-face interviews
Issues discussed
- Strengthening of companies' competition
- Assistance to companies in accessing financing channels
- Support to strategic business projects
- Support to the green economy
- Expectations and perceptions with regard to new business to be developed in the Banca Estesa branches
- Needs and expectations of households in relations with the Bank
- Development of new products and services
- Expectations of young and/or highly technological entrepreneurs on specific banking and non-banking support services with respect to their requirements
- Support from the Bank, particularly on the issues of innovation and business internationalisation
Stakeholder
- Suppliers
Listening method
- Online questionnaire to a sample of 300 suppliers
Issues discussed
- Quality of relations with suppliers
- Development of sustainability elements in the supply chain
- Results published in the report “Stakeholder engagement activities 2014” on the website
Stakeholder
- Community and environment
Listening method
- Banktrack
- Fondazione Housing Sociale interview
- Caritas interview
Issues discussed
- Areas of research and analysis by the associations
- Ideas for improvement for the Intesa Sanpaolo Group
- Social housing demand
- Areas for development and possible role of the Bank in meeting the demand for social housing
- Social exclusion and needs of people in difficult conditions
- Areas for development and possible role of the Bank in supporting people in difficult situations
Integrity and rigour in corporate conduct
PREVENTION OF CORRUPTION
- 60%
- of employees
trained - 53,504 at Group Level
COMPLIANCE WITH TAX REGULATIONS
- 1,781 mln euro
- direct taxes
- ( at Group Level )
FRAUD
PREVENTION
- 2.5 mln
euro - fraudulent transactions blocked
Offering valued service to costumers
Insieme per la crescita
The project aims to focus on commercial conduct in order to improve network performance through greater attention to relations, increasing the satisfaction level of customers and employees.
Customer Experience
Customer satisfaction surveys with the objective to demonstrate proximity to the customer and monitor the sales processes.
Expo
The Group seeks to invest in the potential of Expo Milano 2015 as a driving force to boost the country's economy and as a global showcase of Italian business excellences and of the artistic and cultural heritage of which Italy can be proud.
The quality of life in the company 
- CLIMATE ANALYSIS
- IN-DEPTH INTERVIEWS
- LOCAL SESSIONS
- PEOPLE CARE
- MOBILITY MANAGEMENT
- ASSOCIAZIONE LAVORATORI INTESA SANPAOLO
- GROUP HEALTH SERVICES
- MOBILITY
- COMPANY CRÈCHES
- SUMMER CAMPS
- FLEXIBLE WORK
Relations with the supply chain
SUPPLIERS WITH ENVIRONMENTAL CERTIFICATIONS
- +27.24%
- vs. 2013
SUPPLIERS WITH ENVIRONMENTAL
POLICY
- +35.53%
- vs. 2013
SUPPLIERS WITH
A SA 8000
CERTIFICATION
- +44%
- vs. 2013
Relations with the community 
In 2014, the Intesa Sanpaolo Group recorded overall contributions to the community, measured according to the model of the London Benchmarking Group (LBG), of 60.2 million euro (up 3.6% over the prior year), representing 1.75% of the income before tax from continuing operations.
Cash contributions to the community
Breakdown by reason
Breakdown by scope of intervention