Making full use of our stakeholder compass
Our Group’s progress over the past 10 years is closely tied to our ongoing dialogue with stakeholders. They play a vital role in our strategy and
business operations. We believe the ability to trust, understand and listen to each other generates significant value.
We continue to run strong listening programs to identify issues of interest to our stakeholders and to determine where we need to focus our
activities. In 2012, we conducted more than 940,000 interviews with internal and external stakeholders.
The growth of social media is changing how we work and engage with our stakeholders. By complementing traditional communication channels,
social media helps us build stronger relationships, collect feedback and monitor viewpoints regarding our products and services. Naturally, to
leverage this vital resource properly requires us to promote an understanding of what constitutes an appropriate use of social media. To this end,
we have created 14 Social Media Country Teams to support colleagues who interact with stakeholders through these new channels. Our goal is
to establish a common online communications approach in all of our countries, based on an integrated social IT platform that is fully compatible
with our multi-channel banking systems13.
Similar to 2011, we have reported on our stakeholders’ material issues – that constitute our stakeholder compass – by describing the activities
in which we have engaged14.
Clear approach
Performance management,
to markets
learning and development,
diversity and inclusion
ORS
EST CO
INV LLE
N AG
UE
S
ES
ILI
FAM
Proximity through
COM
AND
financial inclusion,
MUN
UALS
social welfare and
ITIES
cultural development
IE
INDIVID
W E
Proximity, simplicity
and transparency,
service quality
C
CO
CO M
C
IERS
PPL
PAN
SU
IES
ND
TA
S
EN
N
M
IRO
ENV Environmental impact minimization,
sustainable procurement
13. Refer to the Serving Individuals and Families chapter for more information.
14. UniCredit’s approach to material issues is described at the beginning of each chapter.
UniCredit · 2012 Sustainability Report 17