Chase Branch & ATM Overview

6th
year in

#1 a row
#1 #1
Customer In ATM in in 7 of
Satisfaction* the U.S. Top 10 Markets

6th
year in

#1 a row
#1 #1
Retail Deposit Credit Card in Bank .com in
Growth in U.S. U.S. U.S.

*Source: J.D. Power U.S. Retail Banking Satisfaction Study

THE FUTURE IS NOW…

…AND IT STARTS WITH THE CUSTOMER

2018 CONSUMER BANKING LEADERSHIP OFFSITE | 2

We’re on a mission

To help customers
make the most of their money… …so they can
make the most of their lives

Increase clock speed. Improve efficiency. Be customer obsessed.

 We know what our customers want

HOW CUSTOMERS BANK WITH US CUSTOMER SATISFACTION

ACROSS CHANNELS
75% …and
GROWING

Advice they can trust 14%

12%
804 791 823

BRANCH ONLY DIGITAL ONLY BRANCH & DIGITAL BRANCH ONLY DIGITAL ONLY BRANCH & DIGITAL

Increase clock speed. Improve efficiency. Be customer obsessed.

*Source: J.D. Power U.S. Retail Banking Satisfaction Study
Our customers expect

ONE CHASE
Increase clock speed. Improve efficiency. Be customer obsessed.
Winning with bricks AND clicks...

2018 CONSUMER BANKING LEADERSHIP OFFSITE | 6

Fast Simple Seamless

2018 CONSUMER BANKING LEADERSHIP OFFSITE | 7

ACCOUNT OPENING Fast
2017

Consistent
experience

Efficient

Drives growth

30 min
2018 CONSUMER BANKING LEADERSHIP OFFSITE | 8
ACCOUNT OPENING Fast
2018

Consistent
experience

Efficient

Drives growth

5 min at home
2018 CONSUMER BANKING LEADERSHIP OFFSITE | 9
ACCOUNT OPENING Fast
2019

Consistent
experience

Efficient

Drives growth

5 min in branch
2018 CONSUMER BANKING LEADERSHIP OFFSITE | 10
ATMs Simple
2017

Fewer clicks

Simpler machines

Payments

Digital integration

65% Teller Parity

2018 CONSUMER BANKING LEADERSHIP OFFSITE | 11
ATMs Simple
2018

Fewer clicks

Simpler machines

Payments

Digital integration

75% Teller Parity

2018 CONSUMER BANKING LEADERSHIP OFFSITE | 12
ATMs Simple
2019

Fewer clicks

Simpler machines

Payments

Digital integration

90% Teller Parity

2018 CONSUMER BANKING LEADERSHIP OFFSITE | 13
BRANCH FORMATS Seamless
2017
Aligned to
customers

Branch + digital

Efficiency

Optionality

Traditional
2018 CONSUMER BANKING LEADERSHIP OFFSITE | 14
BRANCH FORMATS Seamless
2018
Aligned to
customers

Branch + digital

Efficiency

Optionality

Everyday Express
2018 CONSUMER BANKING LEADERSHIP OFFSITE | 15
BRANCH FORMATS Seamless
2019
Aligned to
customers

Branch + digital

Efficiency

Optionality

Universities & Communities

2018 CONSUMER BANKING LEADERSHIP OFFSITE | 16
Increase clock speed. Improve efficiency. Be customer obsessed.
Making our branches destinations

Increase clock speed. Improve efficiency. Be customer obsessed.

Preparing our people to operate differently

CHASE ONE
ANSWERS

CHASE

Be CUSTOMER Be INNOVATE Deliver

OBSESSED EMPLOYEE across ‘ONE CHASE’
OBSESSED channels

Increase clock speed. Improve efficiency. Be customer obsessed.

 OUR MISSION CONTINUES:

To help customers make the most of their money

so they can make the most of their lives

Increase clock speed. Improve efficiency. Be customer obsessed.