We are creating value for our shareholders by focusing on delivering profitable growth in a responsible way.

We aim to be the best open financial services platform, by acting responsibly and earning the lasting loyalty of our people, customers, shareholders, and communities. Our purpose is to help people and businesses prosper. We strive to make all we do Simple, Personal and Fair.

Our strategy aims to create value for all our stakeholders. Our talented and engaged team generates customer loyalty, leading to strong financial results for our shareholders, so we deliver support for our communities, which motivates our team.

Our aim

To be the best open financial services platform, by acting responsibly and earning the lasting loyalty of our people, customers, shareholders and communities.

Our purpose

To help people and businesses prosper.

Our how

Everything we do should be Simple, Personal and Fair.

 

Our business model is based on three pillars:

01. Customer focus:

  • We have increased our number of customers over the last seven years, with balanced growth by region and business. At the end of the first quarter of 2022, we increased our customer base by 7 million in the last twelve months.
  • Our aim is to further enhance our customers’ experience and satisfaction.
  • We are also helping a new generation of customers with new ways to interact with their finances, which was reflected in an increase of digital customers (+11% YoY) and digital sales (56% of total sales vs. 50% in the first quarter of 2021).

Top 3 NPS*

in 8 markets

155 million

customers

Top 3 NPS*

in 8 markets

155 million

customers

*NPS – internal benchmark of individual customers' satisfaction audited by Stiga / Deloitte

02. Our scale:

  • Regional and global scale based on three geographic regions, where we maintain leadership positions in our core markets.
  • Worldwide reach through our global businesses and PagoNxt, enabling greater collaboration across the Group to generate higher revenue and efficiencies.

Local scale and leadership

Top 3 in lending

in 10 of our markets

Local scale and leadership

Top 3 in lending

in 10 of our markets

03. Diversification:

  • We have a diversified geographical footprint which is well balanced between emerging and developed markets.
  • Business diversification between customer segments (individuals, SMEs, mid-market companies and large corporates).
  • This diversification remains a source of great strength and earnings stability.

Balanced profit distribution

34%

Europe

27%

North America

30%

South America

9%

Digital Consumer Bank

34%

Europe

27%

North America

30%

South America

9%

Digital Consumer Bank

Data as of Q1’22. Contribution to Group’s underlying profit as a % of operating areas, excluding the Corporate Centre

Our strong model is reflected in the resilience of our business. It is a competitive strength that  continues to differentiate us.

Building a more responsible bank by embedding ESG

To build a more responsible bank and strengthen customer loyalty, we are embedding our approach to environmental, social and governance issues across the Group, in our strategy and our culture.

INFORMATION ABOUT OUR APPROACH