We support local economies not only by financing household and business consumption and investment, but also with our concern for them when they are in difficulty. Both directly and through our participation in sector and EU financial institution initiatives, we assist families and businesses in difficulty hit by the economic crisis or by natural disasters or adverse weather and we contribute to the financial inclusion of the more vulnerable groups in society.
We are committed to relationships with all our customers based on integrity, reliability and a sense of responsibility, with full respect for laws, voluntary codes and the principles of conduct defined in our Code of Ethics. We work to build long-term relationships with all our customers based on mutual trust and satisfaction.
Customer satisfaction is a primary objective for the Group in order to construct a long-lasting relationship of trust. This is why it is monitored constantly by means of loyalty indicators such as the duration of the relationship, the annual customer satisfaction and customer experience surveys and the analysis of complaints and disputes. The level of satisfaction is measured through the UBIndex, a summary index which measures the quality perceived by UBI Banca customers (calculated monthly by bank, market, segment, local management area and branch) and that is one of the determining criteria for the Group staff incentive scheme.