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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.

FINANCIAL HEALTH

LEADING NET PROMOTER SCORE

 

#1 SME
#2 RETAIL

Among peer group

CUSTOMERS THAT STARTED USING SAVING PRODUCTS

 

898,212

DISABLED FRIENDLY ATMS

 

5,276

99% of all ATMs

CUSTOMERS INFORMED ABOUT THEIR FINANCIAL POSITIONS

 

92%

 

SUSTAINABILITY

CONTRIBUTION TO SUSTAINABLE DEVELOPMENT

 

TL 51
BILLION

(to date)

INVESTMENT IN COMMUNITY PROGRAMS

 

TL 60
MILLION

SUSTAINABILITY INDICES IN WHICH GARANTI BBVA IS INCLUDED

 

10

% OF LOANS WITH ESG PROVISIONS IN LOAN AGREEMENTS

 

100%

 

THE BEST AND MOST ENGAGED TEAM

EMPLOYEE ENGAGEMENT SCORE

 

71

HIGH PERFORMER TURNOVER

 

1.6%

WOMEN EMPLOYEES IN DECISION MAKING POSITIONS

 

40%

33,000 participants in 3,200 virtual training programs

 

OPERATIONAL EXCELLENCE

RETURN ON AVERAGE ASSETS

 

1.3%

RETURN ON AVERAGE EQUITY

 

11.0%

NON-PERFORMING LOANS RATIO

 

4.5%

CAPITAL ADEQUACY RATIO

 

16.9%

 

COMMON EQUITY TIER 1 RATIO

 

14.3%

COST / INCOME

 

36.5%

SHARE OF DIGITAL SALES IN TOTAL SALES BASED ON PRODUCT RELATIVE VALUE

 

57%

DIGITAL TRANSACTIONS IN NON-CASH FINANCIAL TRANSACTIONS

 

97.4%

CUSTOMER CONTACT CENTER CALL RESPONSE RATE

 

96.8%

CUSTOMER CONTACT CENTER SERVICE LEVEL

 

76.8%

 

DATA AND TECHNOLOGY

PROGRAMS FOR RAISING AWARENESS OF CUSTOMER PRIVACY AND INFORMATION SECURITY

 

12

EMPLOYEES PARTICIPATING IN CYBERSECURITY TRAINING

 

99%

NUMBER OF ROBOTIC PROCESS AUTOMATION IN PRODUCTION

 

44

VALUE-ADDED PROJECTS USING BIG DATA AND MACHINE LEARNING

 

41

NUMBER OF QUERIES ANSWERED BY CHATBOT BILGE (THE WISE)

 

321 THOUSAND

 

REACHING MORE CUSTOMERS

GROWING CUSTOMER BASE EFFECTIVELY

 

18.8 MILLION

Customers chose Garanti BBVA, Active digital customers increased to

9.6 MILLION

AMOUNT OF CARDLESS TRANSACTIONS VIA GARANTI BBVA ATMS EXCEEDED

 

TL 50 BILLION

Yearly transactions performed through internet and mobile banking channels

 

580 MILLION

SHARE OF ACTIVE CUSTOMERS USING DIGITAL BANKING

 

79.2%

 
 

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