Metrics and targets [S4-5]

Targets for managing material negative impacts, increasing positive impacts and managing material risks and opportunities [S4-5]

In our Strategy, we place customer relationships at the centre of our focus. In the context of the ESRS S4 disclosure, the key pillars of the Strategy are Accessibility and Growth.

Accessibility

Our goal is to provide convenient access to banking services tailored to individual needs. In the Strategy, we described actions aimed at adapting products and services to the needs of various customer groups. A detailed description of these actions can be found in section [S4-4].

Growth

In line with our mission, we support customers at every stage of their lives – from opening their first account to making key financial decisions. Achieving this objective is based on continuously monitoring customer expectations, tailoring our offering to their needs and facilitating access to products.

As part of these assumptions, we set the following targets:

  • • Development of products and services for young customers aged under 26

We are expanding our product offering for young customers, tailored to their lifestyle, social relationships and needs at different stages of development. In 2025, our base of young customers under 26 totalled 1,196 million, compared to 1,132 million in 2024.

  • • Increase in the digitalisation rate and mobile engagement of customers – development of remote service

We are developing remote service as a mechanism to support customers by enabling convenient and secure use of our products without the need for a physical presence at a branch. In 2025, the share of digital sales was 57%, compared to 52% in 2024.

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Actions on material impacts on consumers and end-users [S4-4]
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Managing impacts, risks and opportunities [G1-1]

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