As for Germany experience in 2011, in Austria, our listening activities In Italy, UniCredit published its SME Business Annual Report 2012
include Kundenforum (www.kundenforum.at), our online customer for the ninth consecutive year. This year’s edition focused on
web-based platform implemented in 2012 to collect feedback and digitalization5 and was presented to media at a special event held
facilitating discussions. This forum provides responses from financial on November 30 in Rome. The report addresses our bank’s view of
experts and real-time customer survey results. The objective is to the economic environment, offering analysis of the state of small
strengthen the role of our customers in the development of our and medium-sized enterprises (SME). According to this report,
products, services and processes. Kundenforum will also inform the Trust Index of Small and Medium-Sized Italian Entrepreneurs
clients about the integration of their input into our bank’s projects survey, conducted with our external partner Doxa, focused on
and services. We monitor the information generated by this forum to the country’s economic environment and revealed the lowest
identify new areas for improvement. First results will be available in confidence levels since 2004 (73 points, down 8 from 2011).
the first half of 2013. The survey also revealed that one of the entrepreneurs’ concerns
regarding the banking sector was related to the application of the
We are continuing the implementation of our most sophisticated Basel rules.
listening approach, Customer Experience Measurement (CEM)2,
throughout our countries, by drawing on our moments of truth3 In Germany, we published our UnternehmerReport 2012 SME6
with customers. Customers are invited by email to respond to a based on interviews with 3,765 customers and presented its
short questionnaire immediately following their own interactions findings to journalists in roughly 40 regional press conferences
with our bank in order to promptly improve our services. and to more than 360 customers and non-customers in 2 regional
events. In this edition, the report explains how companies can
Customer Experience Measurement (CEM), Instant Feedback optimize their energy efficiency and provides information regarding
promotional loan programs to finance environmental projects.
Questionnaires
Country Content Key results
submitted
In Poland, the third edition of the Report on the Situation of Micro
Germany 10,320 to Small Strategy • 42% response rate and Small Companies7 was presented at a conference held on
Business (SB) and meetings, for SB, 41% for ME January 31 in Warsaw. Similar to previous editions the report
3,885 to Medium advisory • High satisfaction
covers the financial environment, investments, employment,
Enterprise (ME) feedback levels: over 90% in
exports, innovation and other relevant topics, while a special
segment both segments are
highly/very satisfied section is dedicated to the e-economy. The report will be presented
at regional and sub-regional level. In March and April 2013, 17
Austria 4,872 to Small SB financial • 44% response rate for conferences will be held in each of the capitals of Poland’s regions
Business; review SB and 38% for ME
and organized in cooperation with Google. Participation is expected
982 to Medium feedback and • High satisfaction levels
Enterprise ME strategy with 89 points for SB
to include 1,600 micro and small companies.
meetings and 91 points for ME
Numbers of interviews and content of reports on the economic
501 to Small Meeting’s • 42% response rate environment
Business and feedback on • High satisfaction
craftsmens “Craftsmen levels (higher than
Country Interviews conducted Focus
& Partner 4,55 on a scale 1-5)
Program”4
Croatia Italy 6,650 total Digitalization
452 to Small Advisory • 49% response rate (6,000 SB; 500 ME;
Business meeting’s • High satisfaction levels 150 large companies)
feedback (4,3 on a scale 1-5)
Germany 3,765 SMEs Energy efficiency,
Hungary 2,884 to Small Meeting’s • SB scored 90/100
promotional loans
Business feedback points in satisfaction
Romania Pilot program with Feedback on • 58% positive feedback Poland 6,900 micro and Economic environment
47 questionnaires trade finance on the answers received small companies and the e_economy
sent to corporate products and
clients services
To be an effective partner demands that we understand not only
our clients view our services, but also the business environment
how they face, the complexity of their supply chains and other
critical concerns. To this end, we conduct ad hoc surveys focused
on the SME environment.
5. Visit www.unicredit.it/content/dam/unicredit/chisiamo/UniCreditImprese/Ricerche/PDF/
2. Refer to the Sustainability Report 2011 for more information. Rapporto%20Piccole%20Imprese.pdf for the full report.
3. Refer to the Serving Individuals and Families chapter for more information. 6. Visit www.hvb-unternehmerreport.de/index.html?hvbicid=hint0921 for the full report.
4. Refer to “Proposing tailored solutions” paragraph for more information. 7. Visit www.pekao.com.pl/mis/raport_SME/?s,main,language=EN for the full report in English.
UniCredit · 2012 Sustainability Report 43