According to consolidated financial statements, Garanti BBVA booked TL 13 billion in net profit, TL 849 billion in total assets, and contributed TL 610 billion to the economy through cash and non-cash lending in 2021. The Bank registered a Return on Average Equity of 19% and a Return on Average Assets of 2% with a Capital Adequacy Ratio of 14% in 2021.
Garanti BBVA’s market capitalization reached TL 47.3 billion at the end of 2021, with an earnings per share figure of TL 3.11. On 15 November 2021, BBVA offered a voluntary takeover bid to acquire all of the shares not owned by it (50.15%) with a price of TL 12.20 per share.
Garanti BBVA contributes to the economy and the society through financial products and services, by generating market capitalization and dividends for shareholders, paying salaries to employees, making payments to suppliers and tax revenues to governments. The Bank makes a significant contribution to public finances not only through its own tax payments, but also by intermediating the collection and payment of third-party taxes. The total tax contribution of Garanti BBVA to public finances is disclosed voluntarily on Garanti BBVA Investor Relations website
As a result of its investments in digital channels and technology, Garanti BBVA provided uninterrupted and swift access to support the increased channel use especially during the pandemic period, protected the health and safety of its customers and employees, and reached the largest digital and mobile customer base. The share of digital sales in total sales increased to 57.5%. As the pioneer in digitalization, the Bank empowers customers with state-of-the-art digital solutions and leads the sector with its applications. With its set of 500+ functions, Garanti BBVA Mobile facilitates transacting for customers independent from time and location. Garanti BBVA retains its leadership of the sector with 36% share in QR transactions that expanded in keeping with the increased need for contactless transacting during the pandemic.
Integrating the opportunities stemming from advancing technology and data sources in its business model, Garanti BBVA tackles customer management with a more analytical approach by interpreting big data clusters using machine learning with 62 projects developed and using the outputs in various ways such as resource planning, as well as design, change, transformation in its organizational model. 484 thousand questions answered by Bilge and Kobilge employee bots developed using the AI technology that can be integrated into any business process, and 26.4 million interactions of the Smart Assistant UGİ in 2021 serve as an indication of the smart and personalized communication taking advantage of DIY. At the same time, 93 processes developed using Robotic Process Automation (RPA) improves customer experience by ensuring operational efficiency, errorfree and high-speed service
During 2021, Garanti BBVA created employment for 18,354 people, and successfully achieved its goals also on the basis of conducting its work and services remotely, which was implemented until October for roles allowing teleworking. The Bank increased the number of programs for employee happiness to 11. According to the results of the employee engagement survey conducted annually by an independent research company, 2021 engagement score was 4.22 on a scale of 5. The turnover ratio of high-performers was 3.5%. Having started to administer Employee Experience Questionnaires three times a year, the Bank builds on corporate loyalty on the back of actions designed according to employee feedbacks.
In 2021, the Young Committee started activities in an effort to better hear the young employees’ voices, to conceive ideas collectively, and to improve employee experience. “Önersen” (You Suggest) platform has been instrumental in collecting more than 27,500 ideas and suggestions since 2007. Women employees comprise 58% of all employees and 40% of senior/middle level management. Thanks to its various practices and initiatives for ensuring gender equality in human resources, among customers and the community, Garanti BBVA is the only company from Türkiye to be included for six consecutive years in the Bloomberg Gender Equality Index.
To measure the performance in terms of fulfillment of customer expectations and to reveal improvement areas, Garanti BBVA conducts Net Promoter Score (NPS) studies and after-service questionnaires with customers receiving service from branches, Customer Contact Center, Customer Experience Support Team and digital channels. While the Bank achieved a Net TCR Score of 62% in 2021, it had the second highest NPS among retail customers representing its own profile and the highest one among SME customers, in both cases compared to its peers, according to the results of the NPS research conducted with Retail and SME customers.
The Bank sustains its support to startups within the frame of inclusive growth. Garanti BBVA Partners Accelerator Program extended support to 50 startups over the course of seven years, and the investments received by startups exceeded TL 30 million. Since 2006, the Bank has been ceaselessly supporting active participation of women in employment and economic life with the understanding that an inclusive economy where all individuals make use of opportunities equally will be more efficient and can grow faster. Financing provided to women entrepreneurs topped TL 11 billion in total.
In 2021, the number of customers who started using savings products reached 947 thousand. 37% of the customers who logged into the mobile banking app checked the “My Status” section thereon that focuses on financial health. With its enlarged transaction set and increased understanding capacity, the Smart Assistant UGI began making suggestions proactively to customers. Since 2016 to date, UGI had more than 66 million interactions with 6.3 million customers
Garanti BBVA ended 2021 as a carbon-neutral bank, as it did the year before. Procuring electricity needs of its branches and buildings from renewables, 39,832 tCO2-equivalent emissions were avoided which corresponds to the carbon sink capacity of roughly 2.5 million trees. Through its financing of renewable energy projects, the Bank has been instrumental in avoiding 8.48 million t CO2-equivalent emissions based on the total installed capacity currently in operation.
Since 2014, 100% of total amount of financing to greenfield electricity generation investments in project finance activities has been allocated to renewable investments each year. In 2021, Garanti BBVA has been the first bank to declare its pledge to exit coal and is the one and the only Turkish signatory to the UN Net Zero Banking Alliance (NZBA).
The Bank provided investment support worth TL 43.5 million in 2021 to Community Investment Programs addressing Reduced Inequalities and Supporting Entrepreneurship, Offering Opportunities to Everyone through Education, Supporting Research and Cultural Activities.