Target 2023: We want to reach more customers every year. Simple and close by.

A customer is defined as any natural person or legal entity who goes to Argenta Spaarbank and/or Argenta Assuranties for the provision, in many cases against payment, of a banking or insurance service or a banking or insurance product, who is regarded as a ‘customer’ within the meaning of the law. A customer plays an active role in respect of an active product, with that role leading to the role of customer.

Target 2023: Argenta continues to set great store by closeness to its customers and human contact. The branches provide personal advice at the moments that matter to our customers.

Number of points of sale in Belgium. Argenta branch managers and their employees work exclusively for Argenta. This means they offer only products from Argenta and Argenta-selected partners.

Target 2023: We want to promote the use of the mobile app.

Number of app users who logged into the Argenta app in the 90 days prior to 31 December at the latest.

Target 2023: Argenta wants to be close by with a simple offering. We are aiming for a minimum NPS of +50.

The Net Promoter Score gives an indication of the probability that customers will recommend Argenta, and thereby correlates with the customers’ loyalty. The score is expressed in numbers from -100 to +100, with 0 as the median.

Target 2023: By attracting the right people, Argenta can grow and realise its strategic ambitions.

This relates to the number of full-time and part-time in-house employees (headcounts) who are on the payroll of the headquarters in Belgium, the Netherlands and Luxembourg as of 31 December.

Target 2023: Argenta wants to be close to its employees. Their commitment makes our organisation strong. We are aiming for an eNPS of 50 and want at least 80% of our employees to be engaged.

The Employee Opinion Survey (EOS) is an anonymous annual survey of in-house and external employees at the headquarters in Belgium, the Netherlands and Luxembourg. The survey focuses on nine topics, including engagement, ambassadorship, motivation, psychosocial well-being, DOPE values (Close by, Entrepreneurial, Pragmatic, Simple) and purpose. * No EOS survey was conducted in 2021 nor in 2023.

Target 2023: By taking care of our employees we build long-term relationships.

Argenta implements a collective reintegration policy for all employees who are absent due to illness from 1 month upwards. An official reintegration process starts at 4 months’ absence.

Target 2023: Since 2023, Argenta has offered only sustainable investment funds in line with the European rules on sustainable investment (SFDR).

All investment solutions that Argenta offers its customers are sustainable in accordance with Article 8 or 9 under the Sustainable Finance Disclosure Regulation.

Target 2023: Security is an important aspect of sustainable banking. We make efforts not only to increase vigilance among our staff and branches, but also to take measures to protect our customers.

The information security and cyber risk management policy describes the guiding principles for the first line in establishing the ‘Information Security & Cyber Risk Mgt’ business capability on the basis of the group-wide policy powers of the MT CRO, at least annually the owner evaluates on the initiative of the secretary-general whether revision is required. The implementation of the principles described in the policy is assured by procedures, standards, codes of conduct and service level agreements.

Target 2023: Argenta attaches importance to honest and transparent selling methods and a no-nonsense culture. We therefore promote integrity throughout the organisation, at all levels.

The Compliance department has drawn up an Integrity charter which is updated annually and is made permanently available to all head office staff in Belgium, the Netherlands and Luxembourg.

Target 2023: Argenta expects all its strategic suppliers to subscribe to the same sustainability principles.

Strategic suppliers are suppliers which together represent more than half of the purchases. The sustainability charter can be consulted via the website.