Customers
Society
Employees
Shareholder
Banking with
a human touch
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Customers

RESULTS & OBJECTIVES

Customer-weighted NPS

20162020
-8+10

Current account customers

2016
1.3 mln
2020
1.5 mln

ADDED VALUE

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Society

RESULTS & OBJECTIVES

Status of our climate neutral balance sheet

2016
23%
2020
45%
2030
100%

ADDED VALUE

×

Employees

RESULTS & OBJECTIVES

e-NPS

20162020
30%40%

ADDED VALUE

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Shareholder

RESULTS & OBJECTIVES

Return on Equity

2016
9.6%
2020
8%

ADDED VALUE