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Focused on creating sustainable value for all its stakeholders, Garanti BVVA places its customers at the core of its operations with the aim of providing unrivaled customer experience. Garanti BBVA’s customer-focused innovative business model enables Garanti BBVA to generate sustainable income and command a leading position in Turkish banking sector.

Blending technology and humanistic elements, Garanti BBVA aims to make life easier for its customers, pursue their financial health, help them make the right financial decisions, support them grow their businesses sustainably, and bring its financial services to everyone.

Garanti BBVA employees are one of its most important assets and one of the main pillars of its strategy. Garanti BBVA aims to provide a fair working environment that encourages full utilization of employees’ skills, offering a wide range of opportunities and ensuring recognition and awarding of their accomplishments.

Moreover, Garanti BBVA creates shared value and drives positive change through lending based on impact investment, as well as strategic partnerships and community programs focusing on material issues for both Garanti BBVA and its stakeholders.

With its solid capital structure and focus on efficiency, Garanti BBVA preserves its sound financial structure through effective balance sheet management and sustains its contribution to the economy.

CUSTOMER EXPERIENCE

NET PROMOTER SCORE
Among peer group

2nd HIGHEST

GROW CUSTOMER
BASE EFFECTIVELY

>17 million

Customers chose Garanti BBVA

DISABLED FRIENDLY ATMS

5,214

99% of all ATMs

 

HUMAN CAPITAL

EMPLOYEE ENGAGEMENT SCORE

70

AVERAGE HOURS OF TRAINING PER EMPLOYEE

43 HOURS

 

HIGH PERFORMER TURNOVER

1.67%

WOMEN EMPLOYEES IN DECISION MAKING POSITIONS

40%

 

DIGITAL TRANSFORMATION

SHARE OF ACTIVE CUSTOMERS USING DIGITAL BANKING

73%

DIGITAL SALES Increased share of digital sales to total sales: from

44% to 46%

NON-CASH FINANCIAL TRANSACTIONS THROUGH DIGITAL CHANNELS

96.4%

 

RESPONSIBLE AND SUSTAINABLE DEVELOPMENT

AMOUNT OF IMPACT INVESTMENTS

TL 38.4 BILLION

(to date)

SUSTAINABILITY INDICES IN WHICH GARANTI BBVA IS INCLUDED

9

 

INVESTMENT IN COMMUNITY PROGRAMS

TL 22.3 MILLION

% OF LOANS WITH ESG PROVISIONS IN LOAN AGREEMENTS

100%

 

FINANCIAL PERFORMANCE

RETURN ON AVERAGE ASSETS

1.5%

RETURN ON AVERAGE EQUITY

12.4%

NON-PERFORMING LOANS RATIO

6.8%

 

CAPITAL ADEQUACY RATIO

17.8%

COMMON EQUITY TIER 1 RATIO

15.4%

COST / INCOME

39%

 

CONTENTS