PitchSend

Investor Presentaiton

CUSTOMER SATISFACTION Engaging with customers proactively and responding in real time FOCUS ON INCREASING CUSTOMER SATISFACTION BY: MEDALLIA salesforce 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 NPS* 49% 46% 47% 42% 43% 39% 38% 37% 34% 33% 33% 27% COVID-19 pandemic impact 18 Mar-17 Oct-17 May-18 Sep-18 Jun-19 Nov-19 Feb-20 Aug-20 Dec-20 Mar-21 Jun-21** Sep-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

View entire presentation