Global Citizenship Report 2017

Designing for Accessibility Citi works to ensure that our products and services are designed for and accessible to our clients’ varied needs and preferences. Citi offers braille and talking ATMs, large print and braille statements and raised line checks for the visually impaired. We also offer TTY or Text Telephone for the hearing impaired. Recognizing that we serve diverse populations, many of our services are provided in multiple languages. Citi prod- ucts are also tailored to meet the needs of the individuals in the countries where we do business. For example, in South Korea the Human Rights Forum rated the Citi Mobile app, launched in December 2016, as No. 1 for accessibility for vulnerable popu- lations due to the way information is presented on the pages throughout the app, the inclusion of alternatives to text, its brightness and use of tabs, and its scrolling feature. Customer Satisfaction and Feedback At Citi, we have leading-edge tools and resources to systemat- ically capture customer feedback and satisfaction and develop processes to quickly monitor, diagnose and act upon customer experience issues. Our customer service team uses a closed- loop feedback process to follow up and resolve any issues reported by our customers through surveys. In addition to responding to specific customer concerns, we’ve established a “listening command center” that proactively identifies emerging issues that arise through multiple channels, includ- ing social media, phone, chat and email. Using data analytics, we work to understand the root causes of the problems so we can take corrective actions to avoid them in the future. These corrective actions can range from policy changes to improve- ments in particular customer touch points, such as websites or call centers. We also track customer satisfaction through the Net Promoter Score (NPS) system, which measures customers’ willingness to recommend Citi to others. Our goal is to be No. 1 in the industry in NPS ratings. In recent years, we’ve enhanced our approach for capturing customer feedback through a new survey platform and reporting tool, through which we measure our NPS. We use standard metrics and processes across our company to compare regional performance and to surface best practices and problem areas from which we can learn. We are continuing to build and roll out dashboards that enable us to review survey results and customer feedback in near real time in order to act upon customers’ feedback more quickly. For example, in 2017, we launched a new NPS survey on @AskCiti to capture customer feedback immediately following a social service interaction. In addition, we rolled out a new ATM survey program in the U.S. and Mexico through which, following an ATM transaction, customers receive an email survey asking for feedback regarding their experience. NO. 1 IN CUSTOMER SATISFACTION In 2017, for the second-straight year, Citibank was ranked No. 1 for customer satisfaction among national U.S. banks in a report released by the American Customer Satisfaction Index. The report also ranked Citibank No. 1 among national banks for customer loyalty, customer retention, website satisfaction, call center satisfaction, ease of adding/ changing accounts, competitiveness of rates and speed of transactions in branches. Citi 2017 Global Citizenship Report 29 CONTENTS    INTRODUCTION    HOW WE DO BUSINESS     SOLUTIONS FOR IMPACT    APPENDICES Conduct and Culture    Digital Innovation     Talent and Diversity    Human Rights    Environmental and Social Risk Management    Operations and Supply Chain