NPS Intelligence (beta)

Chase ranked highest among major mortgage servicers in customer satisfaction with a JD Power score of 694.

JPMorgan's AI chatbots are raising Net Promoter Scores in pilot geographies.

NPS of 65

…Achieved record high customer satisfaction scores in both net promoter scores ("NPS") and customer satisfaction ("CSAT") for branch and digital channels •

…performance 3 3 OUR ROTCE1 IS EXCEPTIONAL Peer performance 18 We remain confident in achieving our longer-term ambitions ~70 ~66 Net promoter score1 $2T $1.3T Client investment assets 15.0% 11.1% Retail deposit share2 8.4%10.0% $2.0T $1.4T Equity AUM .

Net promoter score (NPS) is an indicator of customer satisfaction

…(26mm, +7% YoY) 6% CAGR Digital Active Customers3 (71mm, +6% YoY) 2% CAGR Branch Active Customers4 (41mm, +4% YoY) Record high Net Promoter Score5 (~65, +5pts) Record high Branch and Digital CSAT5 (>5pt gains in each) INVESTING TO DRIVE GROWTH,…

…fit vs. ‘19Design target product (examples) Grow DeepenEngage For footnoted information, refer to slide 47 ~65 Net Promoter Score (NPS) among primary bank deposit customers & highly engaged card members Record channel satisfaction across…

…delivery on longer-term operational strategies to optimize efficiency and enhance overall client experiences, resulting in time-to-market improvements and net promoter score increases, while managing larger volumes and helping clients navigate…

…through experiences customers love WHAT WINNING LOOKS LIKE >$30B volume through our Commerce platforms in 2025 70 NPS across Card and Commerce experiences Drive sticky relationships with customers through best-in-class experiences Deepen…

…Continued delivery on longer-term operational strategies to optimize efficiency and enhance overall client experiences, resulting in net promoter scores increasing to 75 (a 13 point increase from 2018) •

…sales volume1 #1 in credit card outstandings1 #1 spend-based top of wallet share (8ppts higher vs. industry)2 23% 44% Flat 11% 98% customer retention in 2021 while seeing NPS of 58 9.2 11.5 12.1 2017 2019 2021 Risk Adjusted Revenue ($B)4 31% Down vs.

Increased U.S. Private Bank Overall Customer Satisfaction (OSAT) score by 6 points and our Net Promoter Score (NPS) score by 11 points 1 Represents the December 31, 2020 balances for accounts provided payment relief, including those currently enrolled…

Chase reports very high net promoter scores among consumers in its digital banking segments.

…#1 primary bank within Chase footprint 4 ; all time high Net Promoter Score • #2 in overall customer satisfaction in the J.D.

…rapidly adopted: ~22mm Credit Journey users, >160mm Chase Offers activated customer experience  All time high Net Promoter Score4 Note: For footnoted information, refer to slide 33 7 Investments in our holistic customer value proposition deliver…

…Our digital platform is embedded in our customers’ daily lives… …creating an ecosystem that drives engagement3 Net Promoter Score4 10 points 1 49mm Active digital customers Customers are more satisfied… Monthly digital logins per customer2 All…

…matters S T R A T E G I C O V E R V I E W – D I G I T A L A N D P A Y M E N T S Increased customer satisfaction +19% Net Promoter Score (NPS)1,2,3 +118% higher card spend1,2,5 85% of wealthy individuals use financial apps6 in digitally active Business…

Power Mortgage surveys2 Annual Net Promoter Score1 2012 2013 2014 2015 2016 Chase rank 2015 2016 ’15 – ’16 change Originations Servicing 7 10 5 6 +2 +4 2010 12 13 1 Net Promoter Score = % promoters minus % detractors.

…S U M E R & C O M M U N I T Y B A N K I N G Customer experience continues to improve, resulting in lower attrition… Net promoter scores1 1 Note: NPS = % promoters minus % detractors 2 Includes households that close all Chase accounts; average of…

…Core: +4% Total: (5%) 7 C O N S U M E R & C O M M U N I T Y B A N K I N G Customer experience continues to improve… Net promoter scores1 S e p-1 1 Dec-1 1 M a r- 1 2 Ju n -1 2 S e p -1 2 Dec-1 2 M a r- 1 3 J u n -1 3 S e p -1 3 Dec-1 3 Consumer…

…experience and improved retention Improve the customer experience Manager escalations ↓51% Dissatisfaction ↓29% Inbound service Net Promoter Score ↑20% Call transfers ↓28% Source: Internal Chase data, for the period from January – December 2012 1…

Chase for Business expands customer insights tool to help small business owners enhance customer retention strategies.

JPMorgan reported strong client retention following the First Republic takeover, with $6 billion in deposits retained.

JPMorgan Chase acquires a college financial planning platform to boost long-term customer loyalty and retention.

Chase, the largest U.S. credit card issuer, is investing in loyalty management for customer retention and acquisition.