Issuer: Capgemini

Joint Issuer: UniCredit Group, EFMA

Language: English

56 pages

Preface

UniCredit, are pleased to present this sixth annual edition of the World Retail Banking Report. As in the five
previous editions, it provides overviews and insights into the global retail banking industry’s dynamics, with
a pricing section focusing on the world’s retail banking pricing structure, and a spotlight section analysing a
current crucial retail banking issue. This year we take a close look at the global mortgage industry.
The geographic scope of this year’s edition covers 26 countries, including one new country, Russia. The number
of retail banks it covers rose from 194 to 203.
We continue our investigations into the worldwide pricing of day-to-day banking products and services,
presenting our findings in a yearly pricing index. (Our website, www.wrbr09.com, also provides a dashboard of
each country’s national banking industry.) To integrate retail banking’s market evolution and the increasing role
the Internet plays in operations, we have introduced four new Internet products and services and developed two
new usage profiles, branch user and Internet user. These profiles helped us analyse the impact the Internet is now
having on customers’ consumption patterns and retail banks’ pricing strategies.
Our spotlight section this year focuses on mortgage profitability. We have analysed the impact the current
financial and real estate crises are having on retail banks’ business models, and how—confronted with this
change to their usual environment—retail banks can address this new market situation. Our analysis is based
on three different investigations: a market survey, qualitative bank interviews, and an in-depth profitability
analysis. The results highlight several major future challenges retail banks will face in the mortgage sector, and
outline some key solutions banks will need to succeed.
It is with great pleasure that we publish this 2009 edition of the World Retail Banking Report. We hope its
findings will answer some questions and stimulate debate among retail bankers. Most of all, we want to provide
useful information that helps retail bankers deal more effectively with the difficult operational and strategic
issues they will face in the years ahead.
Bertrand Lavayssière
Managing Director
Global Financial Services
Capgemini
Patrick Desmarès
Secretary General
European Financial Management
& Marketing Association