UAE Banks Federation: Trust Index & Views of Banks in the UAE 19 October 2015

© BRUNSWICK | 2015 | 1 Objectives and Methodology Conduct a rigorous, nationally representative survey of banking customers to:  Assess views of the banking system (including the creation of a “Trust Index”)  Explore issues and concerns related to the banking system  Overall management of survey by Brunswick Insight  Local fieldwork done by IPSOS Observer  1,040 respondents (resident adults, bank accounts, balance in gender and cultural background)

© BRUNSWICK | 2015 | 2 Key findings Most consumers in the UAE have confidence and trust in banks They are 5 times more likely to say their view of banks has improved and banks in their home country are worse Banks are dealing well with a variety of issues Widespread awareness of the Customer Charter, Mobile Wallet

© BRUNSWICK | 2015 | 3 Similarly, most have confidence in banks in the UAE to behave responsibly QUESTION: From what you know, or based on your general impression, please tell me how much confidence you have in banks or the banking industry in this country to behave responsibly? Please use a scale from one to nine, where one means you DO NOT HAVE ANY confidence in them to act responsibly and nine means you HAVE COMPLETE confidence in them to act in a responsible manner. (Confidence=rating of 6-9; low confidence=rating of 1-4) Base: All answering (1040) 74% have confidence in banks or the banking industry in the UAE to behave responsibly 10% have little or no confidence in banks or the banking industry in the UAE to behave responsibly N.B. The Brunswick Insight survey does not define what “confidence” is; each respondent is allowed to define it for themselves. Letting respondents define for themselves concepts like “trust” and “confidence” is standard practice in survey research

© BRUNSWICK | 2015 | 4 Percentage of trust in banks in the UAE Base: All answering (1040) 70% have trust in banks or the banking industry in the UAE 15% have low trust in banks or the banking industry in the UAE

© BRUNSWICK | 2015 | 5 Consumers more likely to say banks in their home country are “worse” than banks in the UAE QUESTION: Would you say that banks in your home country are better, worse or about the same compared to banks in the UAE? Base: All whose nationality is anything other than Emirati (920) % who say that banks in their home country are about the same as banks in the UAE Don’t know Base: All answering “worse” (348) % who say that banks in their home country are better than banks in the UAE % who say that banks in their home country are worse than banks in the UAE

© BRUNSWICK | 2015 | 6 Majorities believe banks are dealing with issues effectively QUESTION: How well do you feel the banking industry in the UAE is managing or handling each of the following? Please use a scale of one to nine, where one means it is “not at all handling the matter well” and nine means it is “handling the matter extremely well” Base: All answering (1040) Handling the matter well Not handling well Seven in ten or more believe banks in the UAE are doing well to keep up with digital innovations, respond to new regulations and prevent cybercrime Keeping up with digital innovations like online and mobile banking