We help the persons with debts take the road from Debtor to Client

Claudiu Bud, Sales & Servicing Director KRUK Romania

• KRUK Values

• Pro-agreements collection model

• Debtors satisfaction survey

• Educational Campaigns

• Communication Campaigns

Summary

KRUK Group Values

KRUK Group protects the observance ofsocial and legal norms according towhich each of us must meet the financialobligations.

• We have due respect for the persons whosedebts we are seeking to recover. OurCustomers' dignity is their inalienable right.

• We help people get out of the debt trap.Offering our Customers effective assistance inresolving their debt problems is our priority.

• We take due care to ensure the security ofthe personal data entrusted to us. Theinformation about our Customers is used onlyduring and for the purposes of the collectionprocess.

4

KRUK Group values

First step towards repayment of debt

Efficient communication

Collection model

Research and analysis

The communication and educational campaignsimplemented by KRUK Group are innovative andefficient means of communication with the personwith debts

This approach is meant to help the indebted personregain peace of mind

Our educational efforts emphasize the social andeconomic role of the receivables collection companies:

Help the person with debts repay the debts and regain peace of mind

Return the money to the creditor, thus returning much needed liquidities in the economic cycle

This communication approach is an important element within the context of our

educational efforts

KRUK Group business model

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We help our clients repay their debts. In our activity we are guided by ethic standards and weprotect the interests and reputation of our business partners, while at the same time protecting thedignity of our clients. Our Group development is based on innovation, professionalism of servicesrendered and trust.

because 76% of debtors want to pay their debtsSource: KRUK SA* Debts as an embarassing problem, CBnZE, 03/2010,

*

*

ClientInitial

CreditorDebtor Collection

Company

Repayment of debts in

installmentsClient

Accessing a loan, unpaid invoices, unforeseen

expenditure, etc.

Management of the debt and conclusion of a payments

agreement

Returning to the economic cycle and starting new

personal projects

From Debtor to Client

ClientInitial

CreditorClient Collection

Company

Repayment of debts in

installmentsClient

Debtor Satisfaction Survey

• Each year our company conducts debtorsatisfaction surveys in order to evaluate theextent to which our services and products answerthe needs of our clients

• The results of the surveys reflect into thepermanent improvements we bring to our activity

• During August 4 - September 5, 2014 KRUKRomania implemented a survey on a nationalrepresentative sample of almost 1.000 personsregistered in KRUK database

• Average age of respondents: 40

• Mostly men, matching the statistic proportions within our database

• Aprox. 82% have medium and low education

Demographic profile of the respondents

Men 59% Women 41%

12%

28%

30%

20%

9%

Distribution by age

20-29 30-39 40-49 50-59 60-70

39%

18%

18%

2%

23%

Distribution by education

Highschool Primary school Higher education Student Other

• 61% are employed with limited/unlimited contract and 16% are unemployed

• Most of the clients’ households have 3 or 4 persons

Demographic profile of the respondents

1%

57%

4%

16%

2% 10%

3%3%

8%

2%

Distribution by occupation

I learn / study

Working under an employmentcontractI work on commission / limitedcontractI am unemployed

I am on maternity/paternity leave

I am on a pension

Agricultor

I run a business

Day by day worker

Other

8%

17%

29%

26%

10%

9%

Household size

1 person 2 persons 3 persons4 persons 5 persons 6 or more

*502 respondents (51%) have children under 18 y.o.

KRUK contact General satisfaction

93%U

nce

rtai

n 1

%

82%

29%

87%

92%

12%

80%

72%

LettersCalls

Agreements by post

Emails

FA visits

TV/press ads SMSs

Points of contact with KRUK within last six months

• Majority (93%) of the respondents saidthat they are generally at least satisfiedof the contact with KRUK

• 32% are very satisfied

• 14% are fully satisfied

14%

32%47%

4% 2% 1%

Fully satisfied Very satisfied

Satisfied Rather unsatisfied

Fully unsatisfied Don't know

General satisfaction about KRUK

Inițiativa “Ziua fără Datorii”

• 17 November – Day without Debts, thourghout thecountry, celebrated in Romania since 2011

• Social and educational campaign organized in Polandsince 2009

• Starting 2012, the Day without Debts is celebrated in theCzech Republic as well

• 17 November is a special date, between October, monthof saving, and December, period when our expendituresraise due to Christmas season.

The main role of the Day without Debts is to remind every person not to postpone payment of debts. The first step towards solving the financial problems is to get in touch with the creditor

and conclude an amicable payment agreement, for the repayment of the debts

Site-ul www.datoriamea.ro

• Target Audience: 770.000 passengers/day (1 month campaign)

• 230 screens (TV spot)

• 43 underground stations throughout Bucharest

• 12 minutes loop

• Quiz meant to

enhance the

awareness of the

Day without Debts

initiative (1 week)

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2014 Day without Debts partnership with Undergorund TV network

Media campaign “Family without Debts”, autumn 2014

• Click• Click Ghid TV• Libertatea• Libertatea pentru femei

Libertatea de Weekend

8 different advertorials44 inserts in 3 months (September-November)

2014 Communication Campaign

GROW program - partnership with Scoala de Valori, 2012

• 2.582 applications were received or the two sessions (April/May and July/August) of the GROW program

• 1.500 pupils selected to participate in the program

• 1.001 final number of pupils that passed through the sessions

• 126 high schools implemented the program

• 19 cities in Romania

• 25 international trainers

• 200 volunteers involved in the organization and implementation campaign of the project

• „My pocket money” module, the most interestingconclusions when asked “What are the 3 most importantthings for you which you have learned in the last 5 sessions ofGROW?”, were the following:

• • “to plan my pocket money”• • “that the way I manage my pocket money is perfect”• • “I loooved the pocket money session :) very useful :P”• • “how to properly use the pocket money”• • “I didn’t like talking about pocket money... at all!!”• • “Theoretically I learned how to manage my pocket money

but also I knew that before GROW, when you don’t have somuch money you learn by yourself how to manage thembecause money doesn’t grow on trees.”

• • “that I can’t manage at all my pocket money”• • “how to save my pocket money”• • “how to spend my pocket money” .• • “I liked the pocket money session even if I think we should

had talked more about how to make money”• • “I liked very much Session 10 with the Pocket Money plan,

because I just adore to make plans and be responsible for mymoney.”

• 40% of the participants considered “The Pocket Money Plan”session is being one of the top 3 most useful ones and the restmentioned it as being in the top 6 sessions in terms of usefulness.

GROW program - partnership Scoala de Valori, 2012

Thank you!

March 16th, 2015