- 2021 E SG Report Contents Introduction Economic Environment Social Governance ECONOMIC Customer Insights Understanding our customers is important to us. We use multiple data sources to understand our customers and their experiences, including voice of customer data. Voice of customer data is received through a wide array of verbal and written intake channels, including call center, social media, retail banking centers, collections, mortgage origination and others. Customer care teams, including the Ofce of the President, keep our customers at the center by treating them with kindness, being consistent and providing timely resolution. This focus on customer care ensures we are keeping the customer at the center and therefore driving business results. Our Consumer Contact Center has a bilingual group that helps support our Spanish- speaking customers Alberto Cuervo , consumer call center bilingual team lead, Cincinnati, helps to plan, assign and monitor the team’s workfow. “I collaborate to ensure that all calls, processes and quality standards are in compliance. I also provide timely coaching to our bilingual agents to ensure our clients are getting the highest possible customer service.” In addition, Fifth Third has a robust complaint management program. It contains the following elements: • Governance, including our Complaint Management Policy and Framework. • Education, focusing on complaint identifcation, capture, resolution and escalation. • Socialization, through recurring line of business complaint dashboards and executive updates. • Prevention, including a root cause analysis program focused on identifying the issue, impact, conclusions and potential solutions. The Management Compliance Committee provides oversight of the complaint management program with executive updates provided in risk review meetings. Additionally, lines of business attend monthly meetings designed to discuss improvement opportunities and progress toward previously identifed improvement opportunities. Our intense focus on the customer experience and complaint issue elimination has resulted in customers reporting 10% fewer complaints in 2021 than in 2020, and 24% fewer complaints than in 2019, our last pre - pandemic year. Customer-focused actions improve customer satisfaction and drive business results INCREASED IMPROVED MORE PRIMARY CUSTOMER HOUSEHOLD INCREASED CUSTOMER BANKING INSIGHTS & GROWTH PROFITABILITY SATISFACTION RELATIONSHIPS ACTIONS 24% fewer customer reported 5th straight year of increased branch 3rd fastest growing large bank in ACH 3%+ household growth complaints in 2021 versus 2019 customer satisfaction scores credit transaction volume, one indicator of primary banking relationships 24