VKF_FRAE_2018_uyg11

54 Section I: Introduction Serving around 15 million retail customers, VakıfBank continues to ranks among the leaders in the sector with its extensive experience in retail banking and customer- focused strategy. In 2018, VakıfBank responded to the financing needs of more than 850 thousand customers under advantageous conditions. As a result of this customer-focused approach, VakıfBank’s general-purpose consumer loan portfolio was comprised of 55.78% installment consumer loans, 43.49% mortgage loans and 0.73% auto loans. Strong growth in consumer loans In 2018, VakıfBank’s general purpose consumer loans grew 2.85% year-on-year and reached market share of 12.12%. As a result of efforts to increase overdraft account utilization, the Bank increased overdraft loans by 39.88% while maintaining market leadership with 22.30% market share. For the year, VakıfBank recorded market shares in mortgage loans and auto loans of 10.29% and 4.96%, respectively, in 2018. Customer-focused retail loan products During the year, the Bank organized segment-based general purpose consumer loan offers – such as exclusive campaigns for the upper income segment among public sector employees – in an attempt to make customers feel special and maximize customer satisfaction. In addition, the Bank continued its pioneering position in the sector by offering the “Establishment Anniversary Loan,” “Holiday Loan,” “New Year’s Loan” and other traditional loan campaigns to all retail customers. Expansion via digital channels In 2018, VakıfBank maintained customer satisfaction at the highest level by diversifying its product sets over the mobile banking, internet banking and ATM channels. During the year, the Bank made necessary technological investments in alternative distribution channels to ensure that general purpose loan and overdraft account applications are processed quickly. The Bank boosted customer satisfaction and loyalty by meeting customer needs for general purpose loans immediately via internet banking and mobile banking. By adapting to the latest technological advancements, VakıfBank developed products that enable customers to perform their daily transactions with ease. The Bank also diversified the products that customers require the most, such as money transfers and loans. Solutions suited to customer expectations and needs In 2018, the Bank launched the innovative offering “My Rent Is Safe,” that is a first in Turkey, thus making another addition to its extensive service range. Under this service, homeowners are given rent collection guarantee, while financial support is provided to tenants. Thanks to this new offering, homeowners no longer have to worry about timely rent payment while new tenants are offered practical solutions to ensure they are able to pay their rent. Retail Banking In 2018, VakıfBank maintained customer satisfaction at the highest level by diversifying its product sets over the mobile banking, internet banking and ATM channels. VakıfBank is on your side as a pioneer in retail banking... Billion Savings Deposits 88 TL REVIEW OF OPERATIONS IN 2018