RETAIL BANKING
BUILDING LONG-LIVED RELATIONSHIPS WITH
OUR CUSTOMERS
15.9 million
Retail customers
(based on Garanti BBVA’s definiton)
518 thousand
people became
homeowners with Garanti BBVA
1.6 million
customers saved with Garanti BBVA
14%
Consumer Loan Market Share
(#1 in consumer loans
among private peers)
12%
Mortgage Market Share
(Mortgages / GDP: 6%
- Huge growth potential)
(NPL ratioı: 0.8%)
11%
Customer Deposit
Market Share
(Demand deposits share in
customer deposits: 25%)
(vs. sector: 21%)
SME BANKING
WE OFFER INFORMATION
AND ADVISORY SERVICES TO SUPPORT THEIR
DEVELOPMENT
9%
TL Business Banking Loans
Market Share
24%
Share of SME loans
in TL loans
(based on BRSA definition)
COMMERCIAL & CORPORATE
BANKING
WE POSITION OURSELVES AS THE PRIMARY BUSINESS
PARTNER OF OUR
CUSTOMERS
10%
FC Loans Market Share
PAYMENT SYSTEMS
STRONG PRESENCE IN THE CREDIT CARD BUSINESS.
LICENSE TURKEY’S LOVEMARK BONUS CARD
TO 10 OTHER BANKS
19%
Acquiring & Issuing
Market Share
7 million
Leader in credit card
customers
690 thousand
16% market share in POS
DIGITAL BANKING
WE HAVE BEEN INVESTING IN DIGITAL FOR MORE THAN
20 YEARS TO OFFER OUR CUSTOMERS SEAMLESS
OMNI-CHANNEL EXPERIENCE
MOBILE
Best in class in Europe1
63%
of non-cash financial
transactions
INTERNET
>500 types of transactions
23%
of non-cash financial
transactions
ATM
Cash deposits/withdrawals:
102%
Serving non-bank customers
through cardless transactions
SOCIAL MEDIA
One of the most followed
financial institutions in Turkey
and in Europe, with over
5 million
followers
CALL CENTER
73.4 million
customer contacts
32 sec.
average response time
(sector 81 sec)
Note: Market shares are calculated based on BRSA Unconsolidated Financials as of December 31, 2018
1 In customer user experience per Forrester’s Global Mobile Banking Functionality Benchmark Study, 2018