38. the entity shall disclose the time-bound and outcome-oriented Targets it may have set in relation to the following:

39. the objective of this disclosure requirement is to provide an understanding of the extent to which the company uses time-bound and outcome-oriented Targets to drive and measure progress in addressing its material negative impacts and/or promoting positive impacts for Consumers and/or End-users and/or managing Material risks and Opportunities related to Consumers and/or End-users.

40. the summary description of the Targets for the management of Impact materialities, Risks and Opportunities related to Consumers and/or End-users shall include the information requirements set out in ESRS 2 MDR-T.

41. the company shall indicate the process used to establish the Targets, including information on whether and to what extent the company has engaged directly with Consumers and/or End-users, their Legitimate representatives or Credible proxies who have insight into their situation, in the following areas:

AR 42 When stating Targets in relation to Consumers and/or End-users, the entity may state the following:

AR 43 Targets related to Material risks and Opportunities may be the same as, or different from, targets related to Impact materiality. For example, an objective to ensure equal access to finance for underserved consumers could both reduce the discriminatory effects on these consumers and increase the company's customer pool.

AR 44 The entity may also distinguish between short, medium and long-term Targets for the same commitment made under the Policy. For example, the entity may have a primary goal of making its online services accessible to Persons with disabilities, with a long-term goal of having its online services 100% adapted by 2025, and a short-term goal of adding x accessible features per year until 2025.

AR 45 When amending or replacing a Targets during the reporting period, the entity may clarify this by cross-referencing to significant changes in the business model or broader changes in the accepted standard or regulatory framework from which the Targets are derived to provide background information in accordance with ESRS 2 BP-2 Disclosures in the context of specific circumstances.

Data protection

Our primary objective is the protection of personal data and full compliance with all relevant data protection regulations, in particular the GDPR and national data protection laws. A monitoring process ensures that legal changes in data protection law are continuously observed. If adjustments become necessary, we implement temporary actions that comply with the legal transition periods.

By 2025, the processing time for data protection requests is to be reduced from 15 to an average of 10 working days.

Customer satisfaction

We want to continuously record and improve the satisfaction of our customers. To do this, we use various survey formats that provide us with valuable insights into the customer experience. The aim is to achieve and further increase a high level of customer satisfaction. Targets: By the end of 2025, the proportion of customers who rate our services as "very good" should rise to over 85%.

Digital transformation

We actively promote the digital use of our banking services. By 2025, we aim to have 75% of our retail customers in Austria using our customer portal and app. In addition, the level of digitalization of the services we offer should also exceed 75%. Another Targets is to increase the use of our digital mailbox to 92% by 2025 in order to promote sustainable and efficient communication channels.