Dialogue with stakeholders

The Company carries out a dialogue with key stakeholder groups, aimed at learning their opinions and expectations from their cooperation with the Bank.

The Company carries out a dialogue with key stakeholder groups, aimed at learning their opinions and expectations from their cooperation with the Bank.  Their expectations are taken into account when innovations and improvements are made to the Bank’s products, services and operations. The feedback from stakeholders is received from the following sources:

Stakeholder Communication channels Frequency of dialogue Topics raised Bank’s actions Details
Investors and market analysts Shareholder Meeting Once a year Transparent activity, quick and easy access to information about the Bank, ethical and socially responsible business. Observance of corporate governance principles, ensuring transparency, security and ethical character of operations, quick exchange of information through multiple communication channels with Shareholders. Investors
Roadshows and conferences Several times a year
Meetings Several hundred times a year
Stock exchange communication and press releases Ongoing
Contact through Internet, e-mail, phone Ongoing
Clients Branches, Internet, mobile banking, website, social networks, hotline, complaints Ongoing High quality of products and services offered, ethical marketing and selling practices, fair consumer practices, safety of deposited funds, ease of use of products and communication with the Bank, improvement in accessibility of the Bank’s services. Running quality improvement projects, introducing solutions in response to client needs, application of ethical selling and marketing principles, ensuring safety of client funds and improvements in access to services. Clients
Product and service satisfaction surveys and customer service quality surveys Monthly/quarterly

/yearly and ad hoc

Focus groups A few times a year
Employees Intranet, community forum, chats Ongoing Stability of employment and professional development opportunities, fair salary and rewards, responding to requests submitted by employees. Regular monitoring of goals included in the HR policy, surveying the needs, motivation and satisfaction of employees, allowing employees to express their opinion through different communication tools. Employees
Corporate meeting with the participation of the Management Board Once a year
Employee evaluation Once in six months
Satisfaction and motivation surveys Once a year
Suppliers Periodic meetings Several hundred times a year Fair rules for selecting and cooperating with suppliers. Use of objective procedures for selecting suppliers; timely performance of agreements; selection of suppliers taking the ethical criteria into account. Suppliers
Telephone, e-mail Ongoing
Negotiation and performance of agreements Ongoing
Social environment Offers of cooperation Several hundred times a year Supporting social projects by the company and employees. Merit-based and financial support for social projects; encouraging employees to take part in social and volunteering campaigns. Society 
Meetings with students Several dozens a year
Employee volunteerism Several dozens a year
Environment Environmental rankings Several dozens a year Reducing the negative impact on the environment, environmental education of clients and employees. Monitoring and lowering impact on the environment, environmental education programs. Environment
Environmental reports for state administration authorities. More than ten a year

[GRI 102-43] [GRI 102-44]

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