Investor Presentaiton

Customer satisfaction FOCUS ON INCREASING CUSTOMER SATISFACTION BY: 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 experience MEDALLIA salesforce NPS* 49% 47% 46% 43% 42% 39% 38% 37% 34% 33% 33% COVID-19 27% pandemic impact 55% 54% 52% Mar-17 Oct-17 May-18 Sep-18 Jun-19 Nov-19 Feb-20 Aug-20 Dec-20 Mar-21 Jun-21** Sep-21 Dec-21 Mar-22 Jun-22 *Based on external research by IPM Georgia. ** NPS of all major banks decreased due to monetary policy rate hike. 19

View entire presentation