Targets related to managing material negative impacts, advancing positive impacts, and managing material risks and opportunities (S4‑5)

The most important objectives we have set for our customers stem from the ”Total Experience” direction in our strategy. These are:

• A unique organizational culture where customer and employee experience are equally important.
• A unique process of creating solutions with users – we are an organization that focuses on human needs, which is our competitive advantage, we provide pragmatic value and a positive emotional relationship with customers and employees.

We measure the progress of achieving these objectives on a quarterly basis using strategic indicators and operational indicators contributing to strategic indicators. We set goals in a one-year and three-year perspective. Thanks to this, we can identify deviations from the plan and react in a timely manner to them. The results are discussed at the meetings of the Management Board and the Supervisory Board.

Our strategic goal (MDR-T) is to achieve a TOP 2 in the Net Promoter Score (NPS) within the banking sector (for individual client) in Poland. This target relates to the Bank’s individual customer segment and is set for 2026, in line with the time horizon of the ”We Help You Achieve More” strategy. The NPS indicator measures the loyalty and satisfaction of the Bank’s customers and is an important measure of the strategy. It allows for an analysis of the overall customer experience and their willingness to recommend the Bank’s services. NPS is measured on a scale of 0-10, where promoters are responses of 9-10 and detractors are responses of 0-6. 2023 was taken as the base year with an NPS score of TOP 3. Monitoring of the progress of the target is carried out quarterly and is currently on schedule – in 2024 we also achieved a TOP 3 position.

We develop operational goals in the area of customer experience (CX) based on:

• Net Promoter Score (NPS) results.
• Analysis of customer requests and complaints, which help us monitor customer satisfaction and indicate key challenges in service, products and services.
• Benchmark, relational, transactional research, as well as brand image research.
• Monitoring the quality of processes and services provided to customers in branches, ATMs, and digital channels.

We regularly track the performance of our metrics, analyse trends in requests and customer feedback to assess the impact of the measures we implement. We use the results of the analysis to design new solutions, which are tested as part of the policy with the involvement of customers. These changes include both improvements in service processes and modification of the product offer, always taking into account the feedback of our customers.