Richard Winder, Global Head of External Affairs the Next Few Minutes • Handelsbanken's Business Model • SKI / EPSI Insights

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Richard Winder, Global Head of External Affairs the Next Few Minutes • Handelsbanken's Business Model • SKI / EPSI Insights

Building commercial success on satisfied customers Richard Winder, Global Head of External Affairs The next few minutes • Handelsbanken's business model • SKI / EPSI insights 2 A reluctant banker 3 A different kind of bank • Founded in 1871 • Transformed in the early-1970s 4 A straightforward approach • One goal: a higher profitability (RoE) than the average of our peers • Two means to achieve it: • More satisfied customers • Lower costs 5 Customer SKI scores for Individual 80 satisfaction 78 76 74 72 70 68 and Corporate : 1989 66 64 62 -2018 60 Banking 1989 6 1990 (straight average 1991 1992 1993 1994 ) 1995 1996 1997 9899 2000 Handelsbanken 2001 Industry 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 Commercial goal achieved: 1972-2018 Return on equity* % 30 Handelsbanken Other comparable banks** 25 20 15 10 5 0 -5 * Return on shareholder’s equity after tax (1973-2008: standard tax), adjusted for one-off items 7 ** Weighted average of peer banks in Handelsbanken’s home markets Built on timeless values “Work with human nature, not against it" A long-term perspective Trust and respect Relationships, not transactions Devolved responsibility Prudence and stability Customer focus A responsible role in society 8 A decentralised organisation 9 Follow the customer, not the crowd Branches have full local A flat organisation - customer responsibility word travels fast Change driven by local Adaptable - no fixed planning customer demand SKI/EPSI used to steer Clear focus - no sales targets improvement, at all levels or financial incentives Customer satisfaction is a fundamental No siloes - a culture of focus, throughout the bank co-operation 10 More satisfied customers in all home markets Individual customers Corporate customers 90 90 85 Handelsbanken Industry 85 Handelsbanken Industry 80 80 index index 75 75 satisfaction satisfaction 70 70 65 65 Customer Customer 60 60 55 55 UK UK Norway Finland Norway Finland Sweden Denmark Sweden Denmark Netherlands Netherlands Source: SKI/EPSI Rating 2018 11 Satisfaction as a 'growth model' – Handelsbanken UK UK's "Best SME Bank" "UK's best business bank" UK's "Best Private Bank" #1 in 4/5 categories #1 since 2014 1 Handelsbanken 69% 2= Santander 40% 2= Metro Bank 40% 4 Nationwide 38% 5 Danske Bank 37% 6 Co-operative Bank 36% 7 Yorkshire Bank 30% 2018…2017… 8= NatWest 29% 2016…2015… 8= Lloyds Bank 29% 2014…2012… 8= Bank of Ireland 29% 12 Proactivity and satisfaction Satisfaction and financial Complaints handling and performance customer loyalty A few SKI insights Holistic service Local, personal and digital Care and trust 13 Tack!.

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