Bank of Georgia Group Financial Results

Fostering a customer-centric culture NPS* 33 33 39 38 37 May-18 Oct-17 Sep-18 49 44 47 46 43 42 34 Jun-19 Nov-19 Feb-20 Aug-20 Dec-20 Mar-21 Jun-21 Sep-21 Dec-21 Mar-22 55 54 52 61 60 58 58 Jun-22 Sep-22 Dec-22 Mar-23 Jun-23 Figures given for JSC Bank of Georgia standalone Engaging with customers proactively and responding in real time Anticipating customer needs, wants, and future behavior Harnessing strong human relationships with data analytics for dynamic customer insights Investing in technology to deliver excellent customer experience Based on an external research by IPM Georgia, surveying a random sample of customers with face-to-face interviews MEDALLIA salesforce 22

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