Our Social and
Relational Capital

Within the scope of our customer and quality-oriented growth strategy, we completed the installation of the ISO 9001:2015 Quality Management System in 2017. In this context, by first aligning the banking processes of the Head Office departments and all branches with the ISO 9001 Quality Management System, we have certified all our locations, including our branches and regions, with ISO 9001:2015 Quality Management System as of 2019. In 2024, we also guaranteed the system’s continuity through audits conducted within the scope of the Integrated Management System.

Measuring customer satisfaction is the basis for maintaining customer loyalty and making the right decisions in banking. Today, customer satisfaction measurement has become an inevitable requirement and is of great importance for both developing the right strategies and ensuring customer loyalty. In this context, our bank which understands the changing expectations of its customers and works to provide them with fast and satisfaction-oriented solutions attaches great importance to customer feedback. With the understanding of Sustainable Customer Experience, we regularly conducted our “Customer Recommendation Score” and “Effort/Satisfaction” surveys in 2024 through all channels we serve our customers. With more than 2 million feedback comments, we have developed projects to improve our business processes in line with the needs and expectations of our customers by evaluating the feedback we receive in order to ensure that our customers have a leaner experience in all our channels. In 2025, we aim to increase the number of surveys offered through our post-transaction channels and customer feedback satisfaction rates.

In order to enhance the diversity of our customers’ transactions, we continued to run real-time campaigns that can turn into instant product sales. In this way, we provided the service that our customers needed and were interested in at the right moment and in the fastest way through the channel they carry out their transactions.

In 2024, we organized campaigns with awards to increase customer loyalty and sustain product and channel activation. In 2025, we aim to further strengthen loyalty with these campaigns and our customer loyalty programs. Additionally, through our data analytics efforts, we aim to anticipate the needs of our customers and continuously provide them with the right product and service recommendations. With this approach, we both offer personalized solutions and enhance the operational efficiency of our Bank.

In 2024, we achieved a significant increase in the product and service diversity for our customers. We continued our analytical efforts in this period as well. We launched the “Smart Complaint Referral System,” which we developed to effectively manage customer complaints. With this artificial intelligence-based system, we shortened operational processes. Furthermore, with this project, we were awarded Silver in the “In-House Innovation” category at the PSM (Payment Systems Magazine) Awards, Bronze in the “Best Artificial Intelligence Team” category at Hammers, and in the “Use of Artificial Intelligence” category at the Istanbul Marketing Awards.

During this period, we took significant steps to improve the customer experience. In 2024, we improved our “Smart Customer Contact Center” project, which we had previously established to analyze the most frequent reasons our customers call us and the transactions initiated but not completed in different channels. We have added a call prediction feature to our contact center for the 11 transaction sets we have identified. In this way, we significantly shortened the time our customers spend in the system by speeding up transactions through announcements in our voice response system. In the coming period, we aim to analyze our customers’ interactions with different products and channels and implement prediction scenarios for 18 transaction sets in total.

In 2024, we acquired 178 thousand customers through the remote customer process.

In order to improve customer experience and loyalty, we continued our efforts to minimize the time spent in branches, to offer relevant products with personalized offers by focusing on customers’ preferences and tendencies, and to rank first in the sector in customer satisfaction by evaluating the feedback we have received from customers.

With the acceleration of digitization in the banking sector, we have taken crucial steps in our remote customer acquisition process. We ensured that individuals wishing to become customers of our Bank can perform the process through a fully digital process without having to visit a branch. In this process, we complete steps such as identity verification and contract approval with secure video calls and electronic signatures. Thus, we both improve the customer experience and increase the effective use of our digital channels by our customers.

Furthermore, in this period, through the customer update project with remote identification, we enabled our customers to update their information and complete their activations quickly and easily through instant video calls in cases such as mobile phone updates, unblocking SIM cards, or missing contracts. Thus, our customers who wanted to update their information could perform their transactions 24/7 via video call without having to visit a branch.

In 2024, we took innovative steps by implementing the “Become a Customer with Money Transfer” process, which facilitates customer acquisition on devices lacking NFC functionality, specifically for Individual and Commercially Active Natural Customers. We continued our intensive efforts to promote our products and services to our customers. With loan offers specially tailored to specific customer groups, we offered our customers special loan opportunities through digital channels, quickly and easily, without having to visit a branch. These steps have enhanced the accessibility of the services we offer to our customers and strengthened our digital banking vision. We will continue to improve the customer experience with innovative solutions in the future.

Additionally, we launched the Private Banking Service Line to offer special transaction sets and expanded Customer Contact Center services to private banking and high-income segment customers, enabling our customers to make instant calls with our representatives providing VIP service. We will continue to expand our Private Banking service network with the 2 new Private Banking Branches we opened in 2024 and the branches we plan to open in 2025. Moreover, as part of our collaboration with VISA, we offered our Private Metal Credit Card with the highest product group Infinite feature to our customers. In this context, we aim to increase customer satisfaction by offering various advantages to our cardholder customers.

In addition, we reinvigorated business credit cards with our Metal BusinessCard and Metal Pro Card products. We offered privileged advantages to our customers with Metal BusinessCard for SME, commercial, and corporate segment customers and Metal Pro Card for retail segment customers. We thus improved our customer experience and boosted our product utilization.

We have continued our campaigns to activate inactive customers in this period as well. Our goal is to acquire these customers and enhance their loyalty through campaigns that we shall conduct in the upcoming period.

In 2024, we responded to 93.53% of the applications submitted to our Bank.

We accept all kinds of applications regarding the products and services offered by our Bank meticulously through our Customer Communication Center, internet and mobile banking applications, branches, social media accounts, mail and official institutions (such as the Bank Association of Türkiye, BRSA, CIMER), and we assess them with great sensitivity by our expert teams in order to respond to customer needs in the most effective way and resolve them as soon as possible. We regard each application as a valuable opportunity to improve our service quality, develop innovative approaches, and carry our customer-oriented approach further.

We prepare monthly, quarterly, and annual reports on the number of applications and the activities carried out, and share them with both the Bank’s senior executives and auditor organizations, and organize quarterly meetings with wide participation to take the necessary decisions and actions regarding our development areas. Additionally, we attach importance to the highest level of monitoring of the issue with the presentations we make to the Audit Committee and the Board of Directors.

Aware of the increased importance of social media platforms, which are used extensively for communication and information sharing, we carefully monitor the posts about our Bank’s products and services on social media platforms and maintain customer satisfaction by producing instant solutions.

With our artificial intelligence-supported infrastructure and customer satisfaction-oriented approach, we continuously improve the customer experience and maximize satisfaction by offering effective solutions at the first contact. Accordingly, we developed the artificial intelligence-based ‘Title Prediction’ infrastructure that focuses on analyzing customer demands. With this innovation, we can quickly evaluate and finalize our customers’ applications. In the coming period, we aim to further improve our prediction models to optimize our operational processes and enhance customer satisfaction.

As a result of all these efforts, we reaffirmed our leading position in the sector by being at the bottom of the base in the solution time and complaint rankings that make up the sector report with our structure that adopts an algorithmic and action model in customer satisfaction. We consolidated our leading position by ranking first in the studies conducted by independent audit firms providing services on a global scale. In 2025, while maintaining our favorable complaint ranking within the industry, we aim to further reduce our resolution time. We will also continue to develop our artificial intelligence applications, which we have integrated into application management, by following the innovations emerging in the digital transformation era.

With our long-established experience and motivation for the future, we will continue to stand by our customers by taking strong and solid steps in order to carry customer satisfaction further.

You can access our Bank’s Customer Satisfaction Policy on our website here.

We seek to efficiently manage the assets entrusted to us with the strength we receive from the foundation culture that forms our bank’s basis, with a transparent and ethical approach. With this approach, we strive to sustain the value we add to all our stakeholders and always commit to being on their side. For this purpose, we pursue our work with a comprehensive stakeholder ecosystem, aware of the necessity of effective communication with them. While working to include all of our internal and external stakeholders in our decision-making mechanisms, we ensure continuity in our relations with various communication mechanisms to make our dialogue permanent.

In 2024, we continued to strengthen our relations with investors or intermediary organizations and to keep them informed.

Effective communication with investors

In 2024, we held more than 300 meetings with some 450 investors/analysts face-to-face, or via teleconferences or video conferences. We attended 11 domestic and foreign investor conferences and webinars and held online/face-to-face meetings with over 200 domestic and foreign corporate investors. After the investor information conferences attended, we prepared reports in line with the investors’ information and presented them to the senior management. In close contact with all analysts who prepared reports on VakıfBank, we conveyed accurate and sound data to analysts during the reports’ preparation and provided feedback on their prepared information.

Interactive financial presentations

We prepared detailed presentations to declare the results of the financial statements. We presented the related financial data for the period in detail to analysts and stock/bond investors in 4 teleconferences organized via webcast. We made available the records of the teleconferences on the English page of our website.

Relations with Rating Agencies

We held annual assessment meetings with Moody’s, Fitch and JCR and provided detailed information on VakıfBank’s financial performance and strategies.

For over 70 years, VakıfBank has fulfilled its responsibilities to society and continues its inclusive corporate social responsibility initiatives without interruption, thereby enriching both the present and the future by upholding the values entrusted to it. We support social welfare by maintaining our presence not only in finance but in every area where there is a need or potential for development. We operate with an approach that reaches out to everyone in need in all parts of Türkiye, in every period of life, from childhood to retirement, under all circumstances, produces solutions, and aims to stand by all segments of society.

Since our foundation, it has been our approach not only to focus on economic results but also to prioritize our impact on society and the environment. To this end, we adopt sustainable banking as the cornerstone of our strategy and consider social, environmental, and governance impacts in every step we take and every product and service we develop.

Guided by the United Nations Sustainable Development Goals, we play a leading role in the sector in energy efficiency, combating climate change, financial inclusion, and supporting production and employment. We continue to support our country with our deep-rooted history, our team with the competence to build the banking of the future today, our strong technological infrastructure, and our social, intellectual, and financial strength.

We intensify our corporate social responsibility efforts, which we regard as one of the fundamental elements of sustainable banking, under the headings of ‘education’, ‘culture’, and ‘sports’. At VakıfBank, we always prioritize creating value for society with the long-term support and investments that we provide.

Education

With the awareness that the dream of a single child shall drive change and development in society and the world, VakıfBank supports children looking at the future much more hopefully by producing projects that support their dreams as a force that is there for them.

In collaboration with the Ministry of National Education of the Republic of Türkiye, we have touched the lives of more than 50 thousand gifted children under the umbrella of the Science and Arts Training Centers (BİLSEM) that enable children to unlock their potential since 2017. Undertaken the construction of 80 mechatronics, mind games, and artificial intelligence workshops, as well as over 170 information technologies laboratories. We aim to reach out to children through BİLSEMs, not only today but also in the future.

Culture

Launched in 2018 in the field of cultural publishing, VakıfBank Culture Publications (VBKY), with its ‘And Unique’ approach, brings readers works in a wide range of fields such as literature, history, economics, philosophy, children, classics, intersections, art, human, and society. Our publications, prepared in line with basic criteria such as reliable sources, measurable research, and the use of strong and accurate language, constitute a reference for everyone who values knowledge and art.

VBKY’s main mission is to enrich and expand Türkiye’s cultural and artistic life first on a national and then on a universal level, preserve the assets and values it is entrusted with, and pass them on to future generations. To this end, it presents the works of many local and foreign authors from different disciplines to large audiences. While expanding our cultural heritage through VBKY, we aim to provide our readers with quality works in which every line is imbued with meaning.

With a rich selection of books reaching 350 works in the coming period, VBKY will continue to work with the vision of contributing to Türkiye’s cultural heritage with the aim of being the publisher of works that will be read and carefully preserved not only for today but also for years to come.

Sports

VakıfBank Sports Club, VakıfBank’s longest-running social responsibility project, stands out as the most successful sports club in Türkiye, proving what Turkish women can achieve in the international arena and making significant contributions to the development of Turkish sports.

Thanks to the volleyball schools and infrastructure investments we have contributed to Turkish sports, we have introduced thousands of girls to sports and enriched their lives. Our club has managed to be the locomotive of Turkish sports with sustainable achievements for more than 38 years. VakıfBank Volleyball School, opened by VakıfBank in Sarajevo in 2018, has achieved exemplary success on an international scale by earning the title of ‘the first club to open a volleyball school in Europe’. We have raised more than 100 national players from our infrastructure for Turkish sports to date. In addition, we combined social responsibility awareness with sports through our projects aimed at raising awareness for disabled and disadvantaged youth.

With VakıfBank Women’s Volleyball Team, we became the pride of Turkish volleyball thanks to our achievements in the international arena. With 4 FIVB Club World Championships, 6 CEV Champions League, 1 CEV Top Teams Cup, and 1 CEV Challenge Cup Championship, we hold the title of the ‘Team with the most trophies in the international arena in Türkiye’. With a 73-match winning streak between October 23, 2012, and January 22, 2014, we have achieved the title of ‘The volleyball team with the most consecutive official wins’ and with 6 championships in the CEV Champions League the ‘Team with the most wins in the FIVB Club World Championships’ and the ‘Club with the most wins in the CEV Champions League’, and thus, we have managed to enter the Guinness World Records three times.

In the upcoming period, VakıfBank Sports Club will continue to elevate Turkish sports to new heights on both national and international stages by transcending the traditional role of a sports club through all these achievements

We assess the economic and managerial competencies of our suppliers from whom we procure products or services, expect them to comply with the BRSA regulations and our Bank’s policies, and request them to commit to comply with our policies in accordance with agreements and contracts. We take care to ensure that all companies employed in the procurement of support services provide the quality cost balance best. We pay attention to some criteria in corporate, environmental, and social areas. In this context, we have published our Supplier Selection and Compliance Policy, which determines the issues that our suppliers should comply with in terms of legal compliance, human rights, continuity of service, anti-bribery and corruption, confidentiality, and sustainability on our website.

Moreover, every year, we conduct on-site inspections by visiting companies within the scope of the Regulation on Procurement of Support Services by Banks through internal audit teams and financial analysis teams.

Working in collaboration with suppliers, we have placed sustainability at the heart of our processes related to our practices and products. At VakıfBank, we choose local suppliers who constitute one of the main pillars of our economy in our procurement efforts and ensure continuity for our operations.

In 2024, we raised the number of suppliers by 30.46% to 3,516. As 93.34% of our suppliers are local, payments we have made to them represent approximately 98.84% of our total supplier payments. Using the E-Tender System, VakıfBank enabled its suppliers to access the tender remotely and have the required means to bid.

Our Bank’s Supplier Selection and Compliance Policy is available on our website here.