The reduction in operating expenses (achieved for the sixth consecutive year in the presence of substantial investments, mainly to develop business) and the sound capital ratios acquire even more significance in light of social responsibility indicators: for example the increase in the already high level of customer satisfaction ( survey); investments in the training, development and care of human resources (fundamental in the search for excellence in the quality of products and services); the huge efforts made for the economic and social development of our local communities (ranging from anti-crisis initiatives to the depth of our commercial relationships with nonprofit organisations, the success of social bonds, financial education activities, large donations to social welfare causes).