Retail Banking Financial Update

CUSTOMER SATISFACTION FOCUSE ON INCREASING CUSTOMER SATISFACTION BY NPS 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 seamless customer experiences 38.8% 37.5% 36.6% II MEDALLIA Based on external research by IPM Georgia 42.3% 34.3% 46.0% 21 21 Nov-18 Jun-19 Nov-19 Feb-20 Aug-20 Dec-20 salesforce

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