Kantar Report 2018 UBF Annual Survey to Track

Kantar Report 2018 UBF Annual Survey to Track the Level of Trust in Banking Sector in UAE Prepared by:

Trust Index Study, 2018 Overall Impression and Trust in Banking Sector 1

Impression about Banking sector continues to improve. 83% respondents mentioned that their impression towards banks is very positive Overall impression about different industries (%) Negative (1&2) Positive (4&5) Year 2015 87 87 87 86 86 75 78 76 2 1 2 2 Tourism 73 1 79 80 82 3 4 4 71 73 7 11 Year 2016 Airline Introduced in 2017 7 5 77 79 4 70 72 4 8 76 83 6 73 4 77 74 74 4 6 70 73 71 72 4 11 13 Year 2017 Technology 77 80 3 8 10 Year 2015 85 87 5 4 11 11 13 15 Consumer Health 72 Year 2017 71 70 70 71 61 60 62 8 9 9 8 Banks Energy 68 Retail 8 8 7 13 19 Automobile Year 2018 4 Year 2018 Food & Beverage 67 70 70 Year 2016 19 Telecom Construction Financial Services Introduced in 2017 Base 2015: 1040 Base 2016: 1530 Base 2017: 1504 Base 2018: 1515 Q: Please indicate your overall opinion or impression of each of these industries. Kindly rate your opinion on a scale of 1 to 5 where 5 is very positive, 4 is somewhat positive, 3 is neutral, 2 is somewhat negative & 1 is very negative. 4

The stagnant Trust Index in Banking sector has started to improve in 2018 Magnitude of increase in trust is highest in Banking sector versus others TRUST INDEX: % of people who trusts in Banking sector All figures in % +6 +3 +2 +4 +4 90 80 80 80 76 80 7878 75 76 78 70 73 71 72 75 73 71 70 6970 74 70 68 68 71 68 68 70 72 68 71 70 67 66 63 67 64 63 63 61 60 62 60 61 59 55 55 50 40 30 20 10 0 Airline Introduced in 2017 Tourism Technology Year 2015 Food & Beverage Year 2016 Base 2015: 1040 Base 2016: 1530 Base 2017: 1504 Base 2018: 1515 Energy Year 2017 Banks Consumer Health Year 2018 Automobile Retail Telecom Construction Financial services Introduced in 2017 Please let me know how much you trust businesses in each of these industries in the UAE to do what is right. Please use a nine-point scale where 1 means you “Do not trust them at all” and 9 means that you “Trust them a great deal”. Top 3 box % showed as Trust Index 5

Benchmarking Trust Index with Other Countries UAE enjoys higher Trust in the banking sector than some other industrialized nations TRUST INDEX BENCHMARKING All figures in % 80 74 73 66 70 65 65 64 63 56 60 50 40 30 20 10 0 UAE India China Japan USA Source: Kantar equity studies in different markets UAE figure used from this UBF Trust study UK France Germany 6

Trust Index Study, 2018 Perceptions about Banks 2

Perception about UAE banking industry improved in 2018 Change in opinion about UAE banks in last 1 Year Home country banks vs. banks in UAE Likely to say something positive in future (Top 3 Box) 2015 2016 2017 2018 Opinion on UAE Banks Same or Improved 89% 83% 84% 87% Worsened 8% Don’t Know 3% 13% 13% 4% 3% 1% In 2018, customer opinion remained same or improved Base 2015: 1040 Base 2016: 1530 Base 2017: 1504 Base 2018: 1515 UAE Banks are Equally 70% 64% 65% 72% Good or Even Better Home Banks 38% 33% 40% 34% are Better Don’t Know 7% 9% 5% 4% Majority either believe that both home and UAE banks are similar in performance or UAE banks are better Banks in General 74% 77% 82% Your Own Bank 77% 78% 82% Very high proportion of the respondents would share positive word of mouth about banking industry as well as their own bank Q: Can you please tell me how your opinion of banks or the banking industry changed in the last one year, would you say it got better, worse or stayed the same over the last one year Q: Would you say that banks in your home country are better, worse or about the same compared to banks in the UAE? Q: Are you likely to say something positive in future about … (mention banks in general and your own bank). Kindly rate your opinion on a scale of 1 to 5 where 5 is very positive, 4 is somewhat positive, 3 is neutral, 2 is somewhat negative & 1 is very negative. 8

Trust Index Study, 2018 Satisfaction with Own Bank 3

Banks are generally doing a great job in meeting the expectations of their customers 95% of UAE retail banking customers are satisfied with the performance of their main bank. Further, almost all (93%) would prefer them over other banks Overall Performance Overall Preference Excellent Extremely Strongly [VALUE]% Very Strongly Very good Good Fair 95% 93% Strongly [VALUE]% Only Slightly No Preference Poor [VALUE]% [VALUE]% All figures are in % except mean Q: Based on your experience, how would you rate the overall service provided by your main bank? Kindly rate on a scale of 1 to 5 where 1 is Poor, 2 is Fair, 3 is Good, 4 is Very Good & 5 is excellent. Base: 1510 Q: How strongly do you prefer your main bank compared to other Banks? Kindly rate on a scale of 1 to 5 where 1 is no preference, 2 is slight preference, 3 is strong preference, 4 is very strong preference & 5 is extremely strong preference. 11

Customers expressed high satisfaction with the performances of ATMs, Online, Branch and Mobile channels provided by the UAE banks People have higher expectation about Call Center experience Satisfaction with banking channels and products & services Those who rated Excellent and Very Good (%) Overall experience with ATMs (Location of ATMs, performance of the ATMs) 77 Overall experience with Internet Banking 76 Overall experience with Branch Banking 75 Overall experience with Mobile Banking through App 73 Overall satisfaction with bank’s management capability 70 Overall satisfaction with products and services Overall experience with the Call-center Base 2018: 1515 Q: What is your Opinion on the following statements regarding banking channels and products & services of your Main Bank? Please rate this on a 1 to 5 scale. Where 1 is Poor & 5 is Excellent 69 63 12

Banking customers are highly satisfied with the banks’ ability to provide Convenience, primarily on having one-point contact/department for a task and also being a one-stop solution for customers financial needs. Customers feel more satisfied with a service when they understand it’s benefit in their lives Satisfaction with different aspects of banking services Those who rated Excellent and Very Good (%) Provides convenience in a busy life 78 I don’t have to visit multiple departments for a single activity within my bank 73 My Bank can act as a one-stop solution for all my financial needs 73 Time taken for any service is shorter than usual 71 Gives suggestions as per my needs based on my preferences & usage 70 It gives me a feeling that their products & services are designed for me 69 Has advanced systems like chatbots 68 My bank is active digitally and maintains a connection with me through social media 67 Base 2018: 1515 Q: Based on your own experience or perceptions, please indicate how satisfied are you with the following services of your Main Bank? Please rate this on a 1 to 5 scale. Where 1 is Poor & 5 is Excellent 13

Trust Index Study, 2018 Key Findings, Highlights and Implications 4

Key Findings 11. Overall Impression Positive (4&5) 83 70 72 76 33. Change in Perception 22. Trust Index +7% 70 74 68 68 +6% +3% 87 13 Year 2017 84 13 3 Year 2016 83 13 4 8 3 Year 2018 Year 2015 Year 2016 Year 2017 Year 2018 Consistent year-on-year improvement (7% upward movement in 2018) Base 2015: 1040 Base 2016: 1530 Base 2017: 1504 Base 2018: 1515 Trust in banking sector has risen (6% increase in 2018) All figures in % Equal or better than last yr 89 Worse 1 Don’t Know % of ‘perception is equal or improved’ has increased in 2018 15

Thank you 16