NPS Intelligence (beta)

…agents ■ Leverage rapid advances in technology to reshape how we serve customers and how we run the bank – Deliver meaningful improvement in consumer CX/NPS – Drive a step-change improvement in productivity and efficiency ■ Business model…

So I'd say where we are today is that that business has been right-sized, repurposed, feel really good about how we're running it good net promoter scores, efficient always room for improvement.

…in IPO activity ■ DH Capital continuing to benefit from increased activity including M&A in digital infrastructure Improving Corporate Banking Net Promoter Score 9 points since 2016 CFG 2024 NPS is 34 points above industry norm(2) See pages 45-47 for…

Corporate Banking Net Promoter Score is up nine points since 2016

…in IPO activity ■ DH Capital continuing to benefit from increased activity including M&A in digital infrastructure Improving Corporate Banking Net Promoter Score 9 points since 2016 CFG 2024 NPS is 34 points above industry norm(2) 7 Building a…

Citizens Bank, as the only Top 10 bank to show improvements, reported gains in Net Promoter Score and overall bank delight metrics through digital investments.

Our New York City Metro initiative continues to go well with the fastest growth of any of our regions and really strong net promoter scores.

…in private capital, subscription line growth, and new sponsor coverage bankers), deepening talent in the New York City metro market, and expanding industry corporate finance teams, with Commercial Banking maintaining its exceptional net promoter score.

…more than double the rate of legacy major metro(1) 2x Progress towards parity with legacy Driving brand awareness Branch NPS Improvement Since 1Q23 +5 pts+15 pts HSBCISBC See page 14 for notes and important information on Non-GAAP Financial…

Represents attractive opportunity for investors at current valuation 20 Appendix 21 30+ points NPS improvement III.

…source of deposit growth $s billions Period-end balance ■ Strong credit performance ■ Prime quality portfolio ■ High Net Promoter Scores ■ 125+ partners added YTD ■ Adding consumer direct virtual card ■ New partner originations up ~110% YoY Top…

…accelerating; ~20% growth in digital payments and transfers and ~19% growth YoY in mobile active users in 2022 Home equity net promoter score up 20 points since 2020 driven by Citizens Fastline  Redesign of customer journeys to reduce call…

In Consumer, we hit an all-time high in Net Promoter Score (“NPS”) (52), driven by continued material increases in customers under the age of 40.

…CFG legacy 8% ~1.5x Customer acquisition rate within acquired HSBC branches relative to CFG legacy markets #6-ranked 25+ points NPS improvement March to December 2022 across acquired HSBC branches Branch network(1) in NY Metro based on ~200 total…

…Pulse score up 3 points Rising Consumer Net Promoter Scores* • Digital up 20 points •

(in millions) 7 Investments in customer experience are paying off Net Promoter Score up 16 points over the last 3 years ◼ Targeting 90%+ digital transactions enabled on mobile app ◼ Launched new student checking account ◼ Simplified checking account…

…to a transparent, easy-to-use and affordable transactional account – Provide the underbanked safety and efficiency Higher NPS/ customer satisfaction Better customer retention Lower call center costs Making banking more transparent and accessible 1.

…annualized* 2014 2015 2016 2017 2018 2019 2020 1H21 24 Dramatically repositioned Consumer Banking since IPO 2015 Today Serving customers Above-industry growth and improving customer experience  ~6.5% primary household growth since 2018  Improving NPS;

Our success in addressing customer needs can be seen by improvement in customer loyalty and satisfaction scores, including a 10-point increase in the Net Promoter Score for Business Banking as a result our of strong execution of the PPP.

…growth and higher-cost Wealth – undersized and narrowly focused 0.5% ROTA(1) 79.0% efficiency ratio(1) $51B loans(2) $70B deposits(2) Above-industry growth and improving customer experience 4% primary household growth since 2018 Improving NPS;

4.7/5 client satisfaction score with net promoter score of 63(1) Streamlined processes to self-fund client experience investments Upgraded sales technology platform to increase sales effectiveness & efficiency Improved on-boarding processes via customer…

…Consumer Banking customer journeys now underway ~73% response rate for automated fraud alert texts/emails(3) +17 point improvement in net promoter score(4) See pages 22 and 23 for notes Evolving our integrated distribution & advice model…

We have to continue to drive our consumer J.D. Power score higher, our net promoter score higher.

…billion raised with average account balance of ~$70,000 Launched “Cash Back Plus” credit card offering Commercial 95% Corporate Banking client satisfaction score and improved net promoter score(2) Continue to build and up-tier talent in geographic…

We have great net promoter scores. We're going through a much faster fulfillment cycle.

…national middle market bookrunner league table (by number of syndicated loans) for the full year 2015 (3) and received a number 1 rank in our Net Promoter Score compared to the top four competitors in our footprint based on rolling four-quarter…

…league table to eighth by number of syndicated loans for the full year 2014 according to Thomson Reuters and received a number one rank by Greenwich Associates in our Net Promoter Score 3 compared to the top four competitors in our footprint…

…league table to eighth by number of syndicated loans for the full year 2014 according to Thomson Reuters and received a number one rank by Greenwich Associates in our Net Promoter Score 3 compared to the top four competitors in our footprint…

…bookrunner league table to 8th by number of syndicated loans for the full year 2014 according to Thomson Reuters and received a number one rank by Greenwich Associates in our Net Promoter Score compared to the top four competitors in our footprint…