Prospectus - Notowania

Business areas and SBA strategy analyzed by individual businesses/regions
The two graphs show the breakdown of volumes of financial assets and overall loans of customers of the Retail SBA at the
end of September 2009 broken down by country and product. Of total financial assets of about €378 billion, Italy
contributed 68%, Germany 19% and Austria 13%. In Italy registered a greater penetration of indirect deposits (61%) (assets
under management and administration) that contributed 73% of total indirect deposits, while in Germany and Austria, two
countries that traditionally have higher percentages of savings deposits, the weighting was much lower at 55% and 39%
respectively.
Customers Total Financial Assets (1)(2)
September 2009, € billion
Direct deposits
AUM
AUC
Share of total
Of total loans to customers of about €169 billion, Italy contributed 67%, Germany 21% and Austria 12%. The mix was also
different in the three countries. Mortgages for home purchases represented in all areas the largest product with average
penetration of about 57%. In the area of consumer credit, Italy contributed 62% of the €14 billion in total loans. Finally, in the
area of loans to small businesses, Italy contributed about with 92% of short-term loans in the Retail SBA due to the strong
penetration of short term loans that accounted for 50% of loans in the segment, 15% of loans in Austria and only 7% of loans
in Germany.
258 (3)
100
Retail Network Italy
Following the crisis in the second half of 2008 that affected the economy with considerable repercussions for households
and small businesses, the Retail Area has intensified its efforts to satisfy customers' needs. As one of the activities aimed at
monitoring and improving customer satisfaction, such as the TRI*M Index, Mystery Shopping and the Q48 project, which
were already described in H1 2009, in Q3 2009 the SBA launched an activity that is aimed at standardizing customer
complaint management processes at commercial banks using a single operating tool to monitor complaints and response
times in an effort to further improve Customer Satisfaction.
These customer retention efforts have been rewarded in terms of customer satisfaction. In September, the customer
satisfaction index (TRI*M) 2 improved by a further 2 points compared to June, posting an overall improvement of 6 points
over December 2008. In short, after the recovery reported in H1 2009, UniCredit confirmed its leadership position with a 6-
point advantage over its main competitors.
2 The TRI*M Index measures the level of customer retention through a weighted summation of assessments that interviewees give the
Company based on 4 main retention indices, two of which are related to the degree of satisfaction (overall satisfaction and likelihood to
recommend), while the other two measure loyalty (likelihood of repeat purchases and competitive advantage).
CONSOLIDATED INTERIM REPORT
73
85
AS AT SEPTEMBER 30, 2009
70
31
17
22
50
30
12
8
IT GE AU
68% 19% 13%
(1) Business volumes which have been classified differently from accounts data
(2) Data including asset of Fineco Bank in Italy, DAB Bank in Germany and DAT bank in Austria
(3) New commercial network data, net of Institutionals
Total Loans to Customers (excluding non-performing loans)
September 2009, € billion
Other
SB M/L term
SB short term
Consumer credit
Households
Mortgages
114
11
14,5
14,7
8,7
65
112,2
4,8
11
Share of total 67% 21% 12%
35
12
20
1.5
0.9
0,4
IT GE AU
20
0.9
0.4
46