CUSTOMER COMPLAINTS MANAGEMENT

Group Stakeholder & Service Intelligence

Zagreb, March 2013

Press conference

MONITORING SYSTEMMONITORING SYSTEM

2

Initiating upgradesInitiating upgradesReportingReporting

Research customer satisfaction with the resolved complaintResearch customer satisfaction with the resolved complaint

AnalysisAnalysis

Accepting complaints

Entering complaints in central complaints

application support RC

A customer can file a complaint through all available channels (in person, in a branch, by e-mail, memo, phone, web, fax)

HANDLERS

Complaint resolution

TELLER / BRANCH

Monitoring resolution process

Informing customers

about resolution

IT workflow:

Zagrebačka banka has been tracking its customers’ opinions and satisfaction, as seen in the system for managing and resolving customer complaints, developed continuously since 2007

Bank is paying special attention to every single complaint, in order to resolve it promptly and find the best possible solution for the customer

3

Nu

mb

er o

f co

mp

lain

ts

- 7% - 7%

Customer complaints

Total number of customer complaints in 2012 was reduced by 7% compared to 2011

The number of complaints a year accounts for 2% of the total client base

77% of all complaints is resolved within 48 hours

KEY PERFORMANCE INDICATORS BENCHMARK 2011 2012

Average time to resolve a complaint (in days) 2 1.3 1.8

% of complaints resolved upon first contact ≈45% 39% 36%

% of complaints resolved within 24h ≈50% 65% 63%

% of complaints resolved within 48h ≈70% 79% 77%

Satisfaction of customers with resolved complaint ≥70 88 92

Most frequent complaints – 81% caused by technical difficulties

4

ATMs – complaints account for 0.02% of all ATM transactions (48.3 million)

CURRENT ACCOUNT – number of complaints equals 0.4% of total current accounts (more than 1 million)

MAESTRO CARD – complaints account for 0.06‰ of total Maestro card transactions (54.5

million) and 0.3% of the total number of Maestro cards (1.2 million)

MASTERCARD CARD – complaints account for 0.01% of all MasterCard transactions (14.7

mil) and 0.5% of the total number of MasterCard cards (380,000)

SAVINGS – the number of complaints equals 0.09% of all savings deposit accounts (310,000)

LOANS – complaints account for 0.13% of all loans granted (540,000)

5

CMSI*

Satisfaction

with process

Refer

ral

Filing another

complaint

Compet

itive

adva

ntage

134114

94-26

-6

14 34 54

74

-46

-66

CMSI

88

92

20112012

2011 2012

TREND

*CMSI - Complaint Management Satisfaction Index – consists of 4 components. On the scale between  -66 and 134, the value of 70 or more denotes an excellent complaints management system

The clients who filed a complaint are contacted afterwards in order to learn how satisfied they are with the way their complaints were resolved

Employee professionalism and expertise is the aspect of complaint resolution customers are most satisfied with

Employees also take part in complaint management satisfacton surveys

Well developed corporate culture and employees’ awareness of the importance of successfully resolving complaints

We are the leading bank in UniCredit by efficiency of resolving complaints and exceptional complaint management satisfaction

CUSTOMER SATISFACTION WITH THE RESOLVED COMPLAINTS, EXPRESSED IN THE COMPLAINT MANAGEMENT SATISFACTION INDEX (CMSI) STANDS AT EXCELLENT 92, WITH CONSTANT IMPROVEMENTS YEAR-ON-YEAR

CUSTOMER SATISFACTION WITH THE RESOLVED COMPLAINTS, EXPRESSED IN THE COMPLAINT MANAGEMENT SATISFACTION INDEX (CMSI) STANDS AT EXCELLENT 92, WITH CONSTANT IMPROVEMENTS YEAR-ON-YEAR

6

Individual customer satisfaction

ZABA

77 8168

757481

0

20

40

60

80

100

Group of competitors

70 7264 6362 63

0

20

40

60

80

100

ZABA vs competition

7 94 131219

Obiteljsko Osobno 201220112010

Source: Customer satisfaction survey in Retail 2012, TNS Milano & GfK Zagreb

Gaps calculated by using decimal points, allowing for +/-1 variance

68 65 6965

52

7468

6560

51

30

40

50

60

70

80

90

100

ZABA Bank B Bank A Bank C Bank D

7567 68 67

43

81

71

63 6055

30

40

50

60

70

80

90

100

ZABA Bank B Bank C Bank A Bank D

TRI*M INDEX– 2011 vs 2012 – individual competitors

Mass market banking Affluent banking

Competition 2012 ZABA 20122011

TR

I*M

Mass Market Affluent

TR

I*M

TR

I*M

TR

I*M

2011 20122010 201220112010

Mass Market Affluent Mass Market Affluent

7

Confidence in banks

1

2

3

4

5

6

7

Peo

ple

I s

pen

d t

ime

wit

h

Sci

ence

Doct

ors

Educa

tion (

pro

fess

ors

, te

acher

s)

Churc

h

Ban

ks I

'm d

oin

g b

usi

nes

s w

ith

Milit

ary

Job s

uper

iors

HN

B /

HN

B G

ove

rnor

Pre

siden

t

Ban

ks in C

roat

ia

Police

Busi

nes

smen

Med

ia (

TV, ra

dio

, pre

ss…

)

Judic

iary

Euro

pea

n U

nio

n

Pri

me

Min

iste

r

Tra

de

unio

ns

Sta

te a

dm

inis

trat

ion

Gove

rnm

ent

ICTY

Politi

cal par

ties

July 2012 December 2011

Confidence in occupations and institutions

Source: GfK, Confidence in institutions