NPS Intelligence (beta)

Importantly, we have achieved this expansion while maintaining the highest standards of customer service as reflected in our NPS of 77.6%, the leading score in the local industry.

…Processing Services for credit/debit cards Business Strategy | 20 Snapshot on Strategic Advances Strategic Pillar Key Performance Indicator As of June 2026 Mid-Term Targets Customer at the Center of our Decisions Net Promoter Score 77.6% ≥ 73.0%…

…credit/debit cards | 17 Business Strategy Snapshot on Strategic Advances Strategic Pillar Key Performance Indicator As of March Mid - Term 2026 Targets ≥ 73.0% 77.9% Net Promoter Score Customer at the Center of our Decisions Top 1 Top 1 Demand…

In this regard, as of December 31, 2025, we ranked first among relevant peers with a net promoter score of 61%, according to the study conducted by Procalidad, an independent Chilean customer satisfaction survey.

From a customer standpoint, we are committed to delivering a Net Promoter Score of at least 73%. While on the reputational front, we aspire to rank among the top 3 institutions in Chile based on the Merco ranking.

…credit/debit cards | 19 Business Strategy Snapshot on Strategic Advances Strategic Pillar Key Performance Indicator As of December Mid - Term 2025 Targets ≥ 73.0% 77.2% Net Promoter Score Customer at the Center of our Decisions Top 1 Top 1 Demand…

…show where we're heading. industry-leading profitability, market leadership in lending and local currency deposits, superior service quality as reflected by a top Net Promoter Score and a strong corporate reputation among the top 3 companies in Chile.

…Mid - term Objectives Corporate Reputation (2) Top 3 Return on Average Capital and Reserves (1) Top 1 Efficiency Ratio ≤ 42% Business (1) ☐ Commercial Loans ☐ Consumer Loans ☐ Demand Deposits Top 1 Net Promoter Score ≥ 73% (1) Among relevant peers.

We are also targeting market leadership in both commercial and consumer loans in the high Net Promoter Score, which reflects the strength of our customer relationships over time.

…Customers” Mid - term Objectives Corporate Reputation (2) Top 3 Return on Average Capital and Reserves (1) Top 1 Efficiency Ratio ≤ 42% Business (1) Commercial Loans Consumer Loans Demand Deposits Top 1 Net Promoter Score ≥ 73% (1) Among relevant peers.

Net Promoter Score, we've exceeded our target of 73%, reaching 75.8% in March 2025. This reflects sustained efforts in improving customer experience through employee training, digital enhancements and better service models.

…Customers” Mid - term Objectives Corporate Reputation (2) Top 3 Return on Average Capital and Reserves (1) Top 1 Efficiency Ratio ≤ 42% Business (1) Commercial Loans Consumer Loans Demand Deposits Top 1 Net Promoter Score ≥ 73% (1) Among relevant peers.

…over time, and that the solutions we have launched have allowed us to lead the industry in terms of customer satisfaction as reflected by a net promoter score of 71% as of December 31, 2024, according to a syndicated study conducted by Procalidad.

The result of this is reflected in a remarkable Net Promoter Score and corporate reputation ranking where we're positioned in second place.

…Customers” Mid - term Objectives Corporate Reputation (2) Top 3 Return on Average Capital and Reserves (1) Top 1 Efficiency Ratio ≤ 42% Business (1) Commercial Loans Consumer Loans Demand Deposits Top 1 Net Promoter Score ≥ 73% (1) Among relevant peers.

This commitment is reflected in their high Net Promoter Scores and a corporate reputation that ranks among top three in Chile. These accomplishments are achieved by evaluations from reputable independent firms.

…Customers” Mid - term Objectives Corporate Reputation (2) Top 3 Return on Average Capital and Reserves (1) Top 1 Efficiency Ratio ≤ 42% Business (1) Commercial Loans Consumer Loans Demand Deposits Top 1 Net Promoter Score ≥ 73% (1) Among relevant peers.

Our commitment has consistently resulted in excellent levels of Net Promoter Scores. Additionally we are proud that our corporate reputation ranks amongst the top three in Chile.

…digital” “An esteemed bank with a solid reputation” “A bank that supports entrepreneurship” Mid - term Objectives Net Promoter Business (1) Efficiency Return on Average Corporate Score Commercial Loans Ratio Capital and Reserves (1) Reputation (2)…

So, the bank has a very high Net Promoter Score of over 75%. Cuenta FAN has even higher number.

…d b a n k with a s o li d r e p ut atio n ” “A bank that supports entrepreneurship” Mid - t e r m O b j ec t i ve s Net Promoter Business (1) Efficiency Return on Average Corporate Scor e Comm e r cia l L o a ns Rati o Capita l an d R eserves ( 1 )…

…customized value offerings for customers has contributed to improve the customer experience over time, and that the solutions that we launched have allowed us to maintain customer satisfaction at healthy levels as reflected by a net promoter score of…

…at a Glance Mid - Term Targets Strategic Pillar KPI Mid - Term Target Customer at the Center of our Decisions Net Promoter Score > 70.0% Market Share in Total Loans (1) Top 2 Efficiency and Cost - to - Income Ratio < 42.0% Sustainability and…

Banco de Chile’s Strategy at a Glance Mid - Term Targets Mid - Term Target KPI Strategic Pillar > 70.0% Net Promoter Score Customer at the Center of our Decisions Top 2 Market Share in Total Loans (1) < 42.0% Cost - to - Income Ratio Efficiency and…

…over time, and that the solutions that we launched have allowed us to maintain customer satisfaction at healthy levels as reflected by a net promoter score of 75.3% as of December 31, 2022, according to a syndicated study conducted by Procalidad.

…at a Glance Mid - Term Targets Strategic Pillar KPI Mid - Term Target Customer at the Center of our Decisions Net Promoter Score > 70.0% Market Share in Total Loans (1) > Top 2 Efficiency and Productivity Cost - to - Income Ratio < 45.0%…

…is doubling our core customer base composed of debtors and/or current account holders, it's important to highlight that we did this without compromising our service, as you can see in our total Net Promoter Score that continues in the levels of 75%.

…on Strategic Advances Strategic Pillar As of Sep - 22 Key Performance Mid - Term Target Indicator Compliance Customer at the Center of our Decisions Net Promoter Score 75.0% Ÿ 5.0% Market Share in Total Loans Top 2 x Efficiency and Productivity…

…on Strategic Advances Strategic Pillar As of Jun - 22 Key Performance Mid - Term Target Indicator Compliance Customer at the Center of our Decisions Net Promoter Score 74.7% ˝ 4.7% Market Share in Total Loans Top 2 x Efficiency and Productivity…

Additionally, through our new customer service model, we have continued to outrank our peers in Net Promoter Score according to Procalidad survey.

…over time, and that the solutions that we launched have allowed us to maintain customer satisfaction at healthy levels as reflected by a net promoter score of 68% as of December 31, 2021, according to a syndicated study conducted by Procalidad.

This focus is proven by our excellent net promoter score rating of 68% and our record low level of attrition of only 2.2%.

First, we continued leading the industry in Net Promoter Score, a recommendation indicator. We also ranked significantly all of our peers and other areas as shown on the chart on the right.

4 % BIS Strongest Capital Adequacy among major local banks #1 in NPS We ranked first in Net Promoter Score in the 2Q21 with a 65%, according to Procalidad #1 in Net Income Banchile Stock Brokerage remained leader 1 among m a i n peers +23% QoQ Increase…

Through these initiatives, we continued being an industry leader among major banks in service quality, holding a net promoter score of 72.5% as of December 31, 2019 according to a syndicated study performed by ProCalidad.

Along with our superior brand recognition, we are also the leader in customer satisfaction, as measured by net promoter score. It is important to note that we have historically been recognized as the bank with the best customer experience levels…

As you can see on this slide, we are the undisputed leader in customer service as measured by Net Promoter Score. Our Net Promoter Score is substantially higher than all of our peers, and we have managed to improve our Net Promoter Score since the…

Through these initiatives, we continue being an industry leader among major banks in service quality, holding a net promoter score of 72.5% as of December 31, 2019 according to a syndicated study performed by ProCalidad.

As a result of our constant efforts and improvement to give the best service to our clients, we were recognized as having the highest Net Promoter Score and best customer service by Procalidad, a prestigious Chilean Nonprofit Organization.

And it's also improving the customer relationships and net promoter score. Looking forward, we're looking at continuing to reinforce all of our apps, our website, which are already rated number one in Chile, but we think we can continue improving and…

…over the next three years will be enough to maintain our sustainable ROE between 18% and 20% as we mentioned in the last slide of the presentation with a net – with the best Net Promoter Score and recommendation that we currently have in the industry.

…Income <'1 (1) Includes Banchile Mutual Funds Management and Banchile Stock Brokerage +38.2°/o YaY in the 1Q19 #1 in Net Promoter Score in the 1019, following the last quarter's trend - ­5.9o/o 20 bp. lowerthan the average lev el of 2018 10.6 million…

During 2018, we continued to focus on superior customer service, attaining first place in service quality among our peers by posting an average net promoter score of 71.2%, as measured by a syndicated study conducted by CADEM, and an attrition rate of…

These initiatives demonstrate our commitment to superior customer service and allowed us to obtain a 73.3 % average net promoter score in 2017, as measured by a syndicated study conducted by Consultores Asociados de Marketing Cadem S.A., or CADEM, the…

So how we are adjusting the branch network is we've been optimizing the branch network moving customers from if we close the branch to nearby branch we have seen no impact in terms of net promoter score and how customers receive experience the best.

These changes among with many others have resulted in a positive trend of our Net Promoter Score, which reached, this quarter, 75%. As you can see on the chart on the top left, this clearly marks the difference with our competitors.

Regarding service quality, we continued to be the bank with the highest net promoter score among comparable peers by posting an average of 75% during the 3Q17.

All of the actions intended to improve our customer service quality allowed us to rank first among the main four Chilean banks, for the first time in our recent history, with a net promoter score index of 74.5%, according to a syndicated study performed…

Similarly, we reached the highest Net Promoter Score of our recent history, which also outreached figures attained by our main peers. All of these achievements have been reached by means of teamwork, which is reflected by a workplace satisfaction of 91%.

Thanks to these actions, in the 3Q16 we added 28,400 checking account holders to our customer base, posted the highest NPS indicator among comparable banks and were recognized —for second year in a row— as the best digital bank in Chile.

These actions, along with optimized service models, enabled us to significantly improve service quality by reaching the highest net promoter score of our history in 2015.