We are deepening relationships with our stakeholders by offering personalized solutions that cater to customer needs at the right time, through the right channels.
*Financial Health engagement rate, customers who visited the mobile banking “My Status” area; the metric represents the ratio of mobile customers interacting with tips display, spending limit setting, saving target opening and Smart Transactions areas to customers with active log-in. **Net Promoter Score study was conducted by independent research firm Ipsos for Garanti BBVA. Competitors are İşbank, Akbank, Yapı Kredi Bank and QNB Finansbank. The research was conducted in the period of January-December 2022 with the customers who described the relevant bank as their parent bank and contacted their bank in the last 3 months, using online panel and telephone techniques, with quota sampling method. The research conducted by telephone techniques was based on the Garanti BBVA customer list. The Mobile Banking Net Promoter Score study was conducted by the independent research firm Ipsos for Garanti BBVA. Competitors are İşbank, Akbank, Yapı Kredi Bank and QNB Finansbank. The research was conducted in the period of October November 2022, with customers who described the relevant bank as their main or second bank, through the online panel. *** The Commercial Net Promoter Score study was conducted by the independent research firm Ipsos for Garanti BBVA. Competitors are İşbank, Akbank, Yapı Kredi Bank, Ziraat Bank, Vakıfbank and Halkbank. The research was conducted in the period of July-December 2022 with past customers who described the relevant bank as their main or second bank, using telephone techniques, based on the Garanti BBVA customer list. **** Net TCR (Transparent, Clear and Responsible Banking) Score measures how complete and clear the customers regard the information provided by the bank. It is calculated like Net Promoter Score. *****Represents the change in the number of complaints per 1,000 active customers.