NPS Intelligence (beta)

My First Home mortgage. – Our front-line teams used tailored AI solutions to support with 4.3 million customer phone calls. – Proactively contacted 146,000 customers we expect to be most severely impacted by energy cost pressures, signposting support available. – Retail NPS 1 ranking remained steady at 6th , but we are encouraged by the improving trajectory of our recent scores.

Not applicable NPS Net Promoter Score NSFR Net Stable Funding Ratio O-SII Other Systemically Important Institutions POCI Purchased or Originated Credit-Impaired financial assets PRA Prudential Regulation Authority RFB Ring-fenced Bank RoTE Return on Tangible Equity RMBS Residential Mortgage-Backed Securities RWA Risk-Weighted Assets Sabadell Banco de Sabadell, S.A.

We saw an increase in 2025 to 7.4 million digital customers, with 76% of our retail customers now using digital. Our retail NPS scores continued to improve through the year but our ranking did slip to sixth at year-end. We maintained a strong liquidity position supported by a high-quality deposit base and diversified funding sources.

We invested in upgrading our branch network and supporting our communities and local businesses, with new Work Cafés providing banking services alongside free shared workspaces. Our focus on creating a digital bank with a human touch delivered improved retail customer NPS scores.