Summary of engagement results

Employees and Trade Unions

One of the central themes was that of communication, which was not considered to be effective: the hope is for the use of clearer language and the adoption of profiling techniques that will enable us to locate information useful for the specific activities of colleagues in their various roles. Another aspect is related to the evaluation and incentive systems, to which proper attention does not appear to be devoted by managers who seem to be focused mostly on commercial targets and not on targets inspired by the principles of the Code of Ethics. Training is considered of strategic importance by our employees who consider those held in the classroom to be more effective than those on-line and would like courses to be better managed. Our employees appreciate the initiatives implemented by the Bank to achieve a better home/work balance, but considered it essential to initiate processes of awareness within the Bank to change the corporate culture and ensure that these initiatives are promoted by all.

At the beginning of each focus group with employees and trade unions, participants were asked to say freely and without worrying about “being wrong” the words which they believed should define the concept of Social and Environmental Responsibility at Intesa Sanpaolo.
The image shows the words that emerged more frequently in the 11 focus groups:

11 focus group

The course undertaken by the Bank, which places listening and dialogue with stakeholders at the centre of strategic thinking, is reflected in the perception of employees who have developed a mature vision of the concept of responsibility, also due to the communication and engagement initiatives undertaken by the Bank.

Customers

What emerged was the strong perception that communications addressed to customers have improved over time in terms of clarity, whereas their timeliness could be further improved, especially as regards new procedures and regulations. The Group is much appreciated by customers and Consumer Associations for its strong social commitment that has been shown even in this year of financial and economic crisis with its initiatives to renegotiate mortgages and in support of Italian SMEs. The issue of financial inclusion continues to garner increasing interest among our stakeholders who ask that we consolidate financial inclusion products for foreigners and young people. Financial education is generally a very salient issue and one on which the Bank should implement initiatives, in collaboration with the Consumer Associations.
Mid-sized and large corporate customers have expressed satisfaction with their relationship with the territorial managers for their helpfulness and professionalism.

Regarding the survey on young people, the findings showed a high level of satisfaction by customers for all areas of the Bridge product offer. This level of satisfaction is higher than the targeted undergraduates and graduates who have signed up for this type of products at other institutions.

Environment

On the environmental issue that affects transversally many of our stakeholders, we are recognised as having a strong commitment in this area and as having obtained excellent results in the reduction of direct environmental impacts. Environmental experts ask that the Bank further commits itself in mitigating the effects of indirect environmental impacts from our activities and therefore greater clarity on our funding policies, both as regards controversial sectors and those that have a strong impact on the environment. Even customers of the mid-sized and large corporate segments that we have met have stressed that the Bank should flank economic considerations (sales volumes, turnover, etc.) that contribute to the evaluation of the Company’s “state of health” alongside those relating to strategic management plans, staff management and attention to environmental impacts.

Communities

One of the issues most frequently addressed by our community stakeholder is that regarding Banca Prossima, since high expectations have been placed on this Bank, and the innovative side of this “entrepreneurial and social project” was appreciated by many. Banca Prossima is considered to be a strategic choice full of enormous potential in the Third sector, and has also developed into an interesting market in Italy. Banca Prossima should have territorial branches that not only disburse loans, but also personalised advice and assistance in tune with the needs of the Third sector.

The chapters related to each category of our stakeholders describe the actions that have been taken by the relevant Departments to meet their requests.