Customers: Inviduals and Families-
Companies
Continued: Number of customers by division and country as of December 31, 2012
CEE Private Banking Division Number
Bulgaria (UniCredit Bulbank AD) 1,345
Croatia (Zagrebačka Banka DD) 2,735
Czech Republic (UniCredit Bank Czech Republic As) 2,774
Hungary (UniCredit Bank Hungary ZRT) 785
Kazakhstan (JSC ATF Bank) 1,451
Romania (UniCredit Tiriac Bank SA) 1,156
Russia (Zao UniCredit Bank) 1,600
Serbia (UniCredit Bank Serbia Jsc) 373
Slovakia (UniCredit Bank Slovakia AS) 1,577
Slovenia (UniCredit Banka Slovenija dd) 340
Customer Satisfaction
Across the Group, to express the level of customer satisfaction, UniCredit has chosen to use an index provided
by an Industry World Leader, TNS Infratest: the TRI*M Index. The use of an external methodology, covered
by copyright, guarantees not only that methodology and results are in line with the highest and strongest
quality standards, but also the possibility to make consistent comparisons with competitors and players of
other industries. Moreover the use of a third party approach in measuring the index is even more important
considering that the index is part of the Bank’s compensation system.
Individuals TRI*M index results in Italy, Germany and Austria
RetailA TRI*M index results in Poland and CEE
2012
competitors’/
Country 2012 2011 2010
marketB TRI*M
index results
Italy 60 60 61 53
Germany 67 68 66 65C
Austria 72D 71 66 73
Poland 58 59 57 62
Bosnia and Herzegovina
UniCredit Bank AD Banja Luka 82
78
UniCredit Bank DD 91
Bulgaria 80 71 67 68
Croatia 75 69 79 67
Czech Republic 72 69 68 71
46 2012 Sustainability Report · UniCredit