Continued: Individuals TRI*M index results in Italy, Germany and Austria and RetailA TRI*M index results in Poland and CEE
Hungary 73 72 70 61
Kazakhstan 81 81
Romania 69 65 68 67
Russia 86 83 82 76
2012
competitors’/
Country 2012 2011 2010
marketB TRI*M
index results
Serbia 89 83
Slovakia 82 79
Slovenia 82 60
Ukraine 59 51
A. In Poland and CEE, the Retail division includes individual customers and Small Businesses.
B. Competitors’ TRI*M 2012 for Italy, Germany, Austria and Poland. Market TRI*M 2012 for CEE countries.
C. Data is comparable to TRI*M index; however, it is calculated by a different research provider.
D. Full year results as of 30/09/2012.
In 2012, we confirmed our leadership in almost all the countries. In Poland we received a lower score than our competitors.
We have already started accomodating our product offer by focusing on a higher quality and we will constantly monitor our
customers’ perception.
SME TRI*M index results in Italy, Germany and Austria
2012
competitors’
Country 2012 2011 2010A
TRI*M index
results
Small Business
Italy 54 58 57 48
Germany 59 58 56 62B
Austria 57C 49 not available 67
Medium Business
Italy 49 52D 44 55
Germany 69 66 63 62B
Austria 71C 71 not available 74
A. Through our One4C program, new client segmentation criteria were implemented in Italy, Germany and Austria in 2010. Since 2011,
the new F&SME division has included enterprises with an annual turnover of less than €50 million. The TRI*M Index data was therefore
recalculated for 2010.
B. Data is comparable to TRI*M Index; however, it is calculated by a different research provider.
C. Full year results as of 30/09/2012.
D. Data has been recalculated because of the new Medium Business division’s composition in 2012.
We are working to improve our small and medium business service model thus to preserve the market leadership
or improve our market positioning. In Italy our 2012 decrease in medium businesses satisfaction is going to be
addressed through the set up of the new organizational model, designed to generate greater customer proximity,
and the improvement of service model, differentiated on customer needs, to be more effective.
Corporate TRI*M index results
2012
competitors’
Country 2012 2011 2010 A
TRI*M index
results
Italy 51 53 49 50
UniCredit · 2012 Sustainability Report 47