Investor Presentaiton

CUSTOMER SATISFACTION Engaging with customers proactively and responding in real time FOCUS ON INCREASING CUSTOMER SATISFACTION BY: MEDALLIA 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* 42% 39% 38% 37% 33% 33% salesforce 27% 34% COVID-19 pandemic impact 49% 47% 46% 43% 18 55% 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 *Based on external research by IPM Georgia ** NPS of all major banks decreased due to Monetary Policy Rate hike

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