Sustainability Pages
Attention to customers
CIB Bank’s strategy for 2025 continued to focus on its customers, with the aim of being a reliable, primary financial partner in their everyday lives. The bank supported the improvement of its services with IT developments, an expanding ATM network and modern, multi-platform digital channels. Customer feedback was collected through regular satisfaction surveys and the CIB Benchmark Program, strengthening ongoing dialogue and long-term relationships.
CIB Bank regularly measured customer satisfaction and willingness to recommend, resulting in an NPS score of 49.2 points by the end of the year. The bank used the Top Down NPS (Net Promoter Score) program and the CIB Mérce feedback system to gain a detailed picture of customer experiences with products, services and service channels. These results provided important feedback for decisions supporting the development of customer experience and strengthened the ongoing dialogue with customers.
CIB Bank also regularly examined the branch customer experience using test shopping programs that covered all branches and modeled real customer situations. Based on the measurements, 47% of respondents would definitely choose CIB Bank, and another 38% would probably choose it, which clearly reflects the trust in personal service. The results provided valuable feedback on the continuous development of branch services and strengthening customer experience.
Quality of services
CIB Bank consistently applied a customer-centric approach to its corporate governance practices, from strategic decisions to pricing and sales. The bank considers the opportunities of customers, supports inclusive access to financial services and engages in active dialogue with professional and civil society organizations. Ethical operation is ensured by a compliance system, responsible marketing and a corporate culture based on customer focus. CIB Bank also focused on innovation and convenient customer experience: its digital solutions enabled account management and the fast, secure online application of several financial products. Customer service was also supported by an expanding network of ATMs suitable for cash deposits and renewed, modern branches; by the end of the year, 12 branches were operating with a new design. In the field of complaint management, the bank introduced notification and response via the mobile application, making the process faster, more transparent and paperless for customers.
Responsible marketing
The bank continued to present its products and services to its existing and prospective customers with clear, responsible and transparent marketing communications. All marketing materials underwent legal and compliance checks, considering ethical, sustainability, diversity and inclusion principles. The bank’s environmentally conscious marketing practices and self-regulatory approach contributed to credible, trust-building customer communications.
Customer health and safety
CIB Bank protects the health and safety of its employees and all the people in all its head offices and branches. For this purpose, the bank has the necessary safety and operational regulations in place. In branches where there was a need and opportunity for this, protective plexiglass remained in place at customer service counters, and hand sanitizer is also available on request.
Paperless efforts in customer relations
The expansion of paperless processes brought significant progress in customer relations: cash transactions, several steps of unsecured lending and processes related to investment accounts were also carried out digitally.
Responsible procurement and supplier engagement
An important pillar of the bank's operations is responsible and transparent procurement, which ensures fair market competition and sustainable economic operation. The selection of suppliers was carried out according to uniform principles: partners could participate in a transparent tendering and negotiation process under the same conditions. The bank aims to maintain long-term supplier relationships based on mutual trust and open dialogue.
When evaluating suppliers, CIB considered not only financial and professional aspects, but also ESG expectations. The use of energy-efficient and environmentally friendly solutions, waste reduction, and respect for human rights and fair employment along the entire supply chain were given a prominent role.
Supplier cooperation was also supported by the supplier portal, which facilitates administration and strengthens transparency. The bank expects all suppliers to comply with the Code of Ethics, GDPR requirements and anti-corruption principles, which are also recorded in contracts. This approach ensures that CIB Bank will continue to cooperate with its partners in a responsible, ethical and sustainable manner.
Share of domestic suppliers and service providers: 92.4%.
Small businesses
The bank also actively supported small businesses and individual entrepreneurs, primarily through the Széchenyi Card Program MAX and MAX+ schemes, which continued to be among the most sought-after financing solutions.
Entrepreneurs widely used the CIB Business Online digital channel, which provides paperless, fast administration for everyday banking. For newly started or lower-turnover businesses, the Partner Start account package offered a cost-effective solution with free basic functions and optional discounts, facilitating business start-up and everyday operations.
Responsible investment
CIB Bank further expanded its sustainable investment offering: its portfolio included over 340 ESG funds that also take environmental and social objectives into account. The bank pays special attention to presenting solutions that match clients’ sustainability preferences and providing understandable information about the ESG characteristics of the products. This approach helps clients to support sustainable economic operations with their investment decisions
Education, spreading financial culture
The bank actively supported the development of financial awareness of the community, with particular attention to the younger generations. There was significant participation in FLITIN (Financial Literacy International Network) In 2022, the bank joined for the first time as a sponsor of the national financial awareness competition ‘Become a Junior Financial Achiever!’ and continued to provide financial support in 2025. The spring round of the competition was open to high schools, while the autumn round to technical and vocational schools. The organisers have set up the programme specifically for educational purposes, to give students the chance to gain practical knowledge in a playful way. They are specifically targeting an increasing number of students from less privileged backgrounds. Financial educational materials for students from technical and vocational schools have been compiled and supervised by experts for the competition, which help them learn about everyday finance based on real-life situations. Activities: 367 students participated in the Money Master challenge, while 3,635 young people participated in the Cybersecurity Adventures online class. Moreover, 11 employees held volunteer classes in the Pénz7 program. These initiatives contributed to students gaining practical knowledge about responsible financial and digital decisions.
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