NPS Intelligence (beta)

…o Training – Percentage of employees trained in Customer and User Relationship; o Customer satisfaction – Evolution of the NPS (Net Promoter Score) for individual clients; o Financial inclusion – Total new accounts…

The results of this work have repercussions on the experience perceived by clients, made tangible in numbers: in 1Q26, the Segment presented an increase of 11 points in the NPS Bank compared to 1Q25.

Source: Bradesco analysis by means of the NPS Prism® benchmark report. NPS Prism® is a registered trademark of Bain&Company, Inc.

By the end of last year, we had 62 offices and 36 municipalities approximately 320,000 clients in this segment with this current level of NPS, so a new value proposition.

Bradesco | Economic and Financial Analysis Report 31 NPS NPS | 3Q25 vs. 3Q24 Bank Overdraft Pix Investments +4 p.p. +6 p.p. +6 p.p. +5 p.p.

…o Training – Percentage of employees trained in Customer and User Relationship. o Customer satisfaction – Evolution of the NPS (Net Promoter Score) for individual clients. o Financial inclusion – Total new accounts…

Digital Retail Service Model Evolution. We delivered a new experience in all segments in our app with increased NPS and you can see that we are following and we will deliver a totally new experience not just for the segment, but for all segments.

This segment has high relevance for Bradesco, and now we want to improve our relationship and gain principality among these clients, improving also our profitability, customer satisfaction, and the NPS.

At Global Private Bank, which includes our operations in Miami, Luxembourg and Cayman our customer satisfaction indicator, NPS, stands out in the market.

We've felt the recognition of our over 38 million account holders, through significant progress seen in the NPS for individual retail and prime in a variety of products.

So we must work, and that's why we have that concern of the customer centricity, NPS, of generating a positive perception of our service with our clients so that we can replace those fees that you lose with other fees.

…we performing app which introduce new features and experiences based on data and aligning with the needs of our clients has been an enormous success with clients evidenced by the 90% level of overall satisfaction with our -- at with official stores NPS.

We are constantly perfecting and extending our way of listening to clients’ needs and desires, through the Net Promoter Score (NPS), which is already integrated into our way of working and incorporated into the measurable goals of our teams.

The NPS continues to be growing, and we believe that our new initiative to have the customer in the center of our attention shall make this NPS to continue to grow more and more.

This is reflected in the high NPS of Next around 77.6. We are working on the segregation of Next from Bradesco.

This is reflected in the high NPS of Next around 77.6. We are working on the segregation of Next from Bradesco.

As a result, our NPS index is improved around 20% in 2018 when compared to 2017. As we have just described on page 7, these amount to our largest efforts in technology and to, the idea is to provide a better experience to our customers.

Bombardier's Smart Link Plus service boasts a 99% renewal rate among current aircraft operators.

Retention rate (BIA chat (digital transformation avatar)): 90% (Q3 2025) — “customer service has full engagement with 90% retention rate on BIA's chat”

Churn (Next digital banking clients): 2% (Q1 2019) — “75% of these clients who joins Next were not Bradesco's clients, and the churn is very low, only 2%”