Encompasses our relationships with all stakeholders, including society at large. Maintaining a strong reputation and positive relationships with stakeholders build trust and garner support for driving our strategic initiatives forward. INPUTS • 4.4 million total customers • RM9.6 million in financing (iTEKAD and funding escalator programmes) • 2,245 SME customers • 1,478 registered suppliers TRADE-OFFS We prioritise social impact over immediate financial gains. We invest human and financial capital to manage the programmes efficiently, aiming to build trust and long-term relationships with the underbanked segment. This, in turn, could benefit both our reputation and the wider economy by helping these individuals become financially included. Social and Relationship Capital SR OUTPUTS/OUTCOMES 2022 2023 No. of beneficiaries reached 10,545 1,598* No. of Sadaqa House beneficiaries reached 10,311 1,331* Total spent on Bumiputera businesses (RM million) 35.8 28.1 Total spent on local suppliers (RM million) 159.9 206.0 Total financing to SME customers (RM billion) 2.5 2.7 Total financing to MSME customers (RM million) 6.2 8.3 NPS Score 71 67 * Note: The significant decrease in beneficiary recognition at Sadaqa House is a result of recalibrating the definition and measurement of social impact, aligning it with BNM’s 2023-2026 Financial Inclusion Framework, which specifies social finance coverage. ACTIONS TO ENHANCE OUTCOMES • Offer affordable financing tailored to the unique needs of underserved segments using our social finance instruments • Enhance the capacity of Sadaqa House collection within the Community Economic Empowerment Ecosystem (C3e) to promote affordable housing ownership and secure microfinance. • Foster upward mobility among iTEKAD microentrepreneurs, including promoting sustainability practices. 36 Bank Islam Malaysia Berhad ◆ Integrated Annual Report 2023 Performance by Capitals
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