Investor Presentaiton

CUSTOMER SATISFACTION Engaging with customers proactively and responding in real time FOCUS ON INCREASING CUSTOMER SATISFACTION BY: 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 MEDALLIA salesforce NPS* 42% 39% 38% 37% 34% 33% 33% 27% COVID-19 pandemic impact 18 49% 46% 43% Mar-17 Oct-17 May-18 Sep-18 Jun-19 Nov-19 Feb-20 Aug-20 Dec-20 Mar-21 Jun-21** * Based on external research conducted by IPM Georgia ** NPS of all major banks has fallen due to the recent raise in the NBG's Monetary Policy Rate

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