CUSTOMER SATISFACTION UNIVERSITY AWARD

REGULATIONS
OFFICIAL RULES, REQUIREMENTS AND JUDGING CRITERIA APRIL 2014

1. INTRODUCTION
The Customer Satisfaction University Award (the CS University Award) is a contest promoted by Intesa Sanpaolo Card d.o.o. (ISP Card) and Privredna banka Zagreb d.d. (PBZ), as a members of Intesa Sanpaolo Banking Group, with the support of the International Subsidiary Banks Division of Intesa Sanpaolo S.p.A. (ISBD). The CS University Award is aimed at recognizing the contributions of outstanding university students in the business area of Customer Service by collecting new ideas through projects elaborated by the students participating in the CS University Award. The CS University Award is launched by ISP Card and PBZ in cooperation with the universities (the Universities or University) listed under the link Universities available at the pages of ISP Cards (www.intesasanpaolocard.com) and PBZs (www.student.pbz.hr, www.pbz.hr) websites dedicated to the CS University Award.

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Students applying via email should download the online application form from the page of ISP Cards website (www.intesasanpaolocard.com) or PBZs website (www.student.pbz.hr, www.pbz.hr) dedicated to the CS University Award. Once all mandatory parts are completed, the online application form should be sent to the following e-mail address: universityaward@intesasanpaolocard.com Students must attach to their application the following documents: An up-to-date curriculum vitae  Official transcript of your academic record/grades with calculated average score A reference letter from at least one professor of the University A motivation letter

3.2 Selection of candidates

ISP Card and PBZ will rank the registered students according to the criteria set out in paragraph 2.1 above. Results will be published on the page of ISP Cards website (www.intesasanpaolocard.com) and on the PBZ website pages (www.student.pbz.hr, www.pbz.hr) dedicated to the CS University Award and on the facebook pages of ISP Card (Intesa Sanpaolo Card, Intesa Sanpaolo Card University Award) and PBZ (Privredna banka Zagreb). ISP Card and PBZ will admit the 12 (twelve) top ranking students to the CS University Award. ISP Card and PBZ will then send to the selected students an e-mail confirming that they have been admitted to the CS University Award. Students will have to confirm their participation in the CS University Award within 2 calendar days from the receipt of the above email of ISP Card or PBZ. ISP Card and PBZ will automatically exclude those students from the CS University Award who fail to confirm their participation within the term stated above. In the event of either exclusion or renunciation, ISP Card and PBZ will admit to the CS University Award the students ranked in the following positions. The selection process will be closed by ISP Card and PBZ within 2 weeks. ISP Card and PBZ have the final unquestionable decision on selecting the students to compete in the CS University Award and reserve the right to include or exclude any student for any reason whatsoever. In particular, ISP Card and PBZ reserves the right to exclude students from the CS University Award and/ or to revoke the awards under paragraph 6 below (as the case may be) if a student enters in an employment relationship of any kind whatsoever (e.g. internship, full-time/part-time employment contract).

2. GENERAL REQUIREMENTS
2.1 Eligibility
To be eligible for the CS University Award, students must meet the following requirements:
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a full-time student (3rd, 4th or 5th year) of one of the Universities; to one of the following Universities faculties: Economics and Engineering; passed all the exams provided for the relevant academic year within the prescribed time; passed all the exams provided for the relevant academic year with a grade/score not lower than 3,5; aged not more than 26 at the time of filing the application; fluent English speakers; proficient users of the Microsoft Office package;

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being foreign students of exchange programs (such as the Erasmus program); having any kind of employment relationship whatsoever with ISP Card and PBZ (e.g. internship, part-time/full-time employment contract).

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In addition to the above criteria, students will also be evaluated on the basis of the documents attached to their application in accordance with paragraph 3.1 below. In the event of parity of ranking, the following criteria will be advantaged upon the evaluation of the students in addition to the above eligibility requirements:
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previous study experience abroad;  previous working experience;  econd foreign spoken language (in addition to English s language).

3. GENERAL INFORMATION
3.1 Registration
If interested in participating in the CS University Award, students must apply not later than May 4th 2014 through the following channels:
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3.3 Composition of running teams

ISP Card and PBZ will divide the 12 (twelve) students admitted to the CS University Award (the Admitted Students) into 6 (six) teams composed by 2 (two) students each. Each running team will have a team leader. The members of the 6 (six) running teams could be students who belong to different faculties of the Universities listed under the link Universities available at the pages of ISP Cards (www.intesasanpaolocard.com) and PBZs (www.student.pbz.hr, www.pbz.hr) websites dedicated to the CS University Award. All running teams will be competing on the same theme communicated by ISP Card and PBZ in accordance with paragraph 4.1 below.

Students applying online should complete the online application form available at the page of ISP Cards website (www.intesasanpaolocard.com) dedicated to the CS University Award or at the facebook page Intesa Sanpaolo Card University Award. Once all mandatory parts are completed, the online application form should be sent to ISP Card or PBZ electronically.

3.4 Judging Commission

The judging commission of the CS University Award (the Judging Commission) will consist of:  members appointed among the top and middle managers of ISP Card, PBZ and ISBD, and  1 (one) representative of each of the Universities of the Admitted Students.

Projects must be presented in English language by the team leader and will be evaluated by the Judging Commission by filling in the evaluation forms. ISP Card and PBZ will prepare a video of the idea presentation phase. The results of the CS University Award will be published on the page of ISP Cards website (www.intesasanpaolocard.com) and PBZ website (www.student.pbz.hr, www.pbz.hr) before the closing ceremony and on the facebook pages of ISP Card (Intesa Sanpaolo Card, Intesa Sanpaolo Card University Award) and PBZ (Privredna banka Zagreb).

4. PHASES OF THE COMPETITION

4.1 Theme
The CS University Award will have 1 (one) theme. During the brief workshop under paragraph 4.2 below, ISP Card and PBZ will communicate the theme on which Admitted Students will compete.

5. PROJECT EVALUATION CRITERIA

The projects will be evaluated through a series of items graded with a scale from 1 (one) to 5 (five) in accordance with the Project Evaluation Criteria (published on the page of ISP Cards website (www.intesasanpaolocard.com) and PBZ website (www.student.pbz.hr, www.pbz.hr). The final result is a weighted average of grades given to each item. The weight given to each item represents the importance of it within the project. It remains understood that such evaluation will also include the assessment of
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4.2 Brief workshop

In order to allow the Admitted Students to elaborate their projects, ISP Card and PBZ will organize a brief workshop for the Admitted Students. The brief workshop will be held on a 1 (one) working day session. During the brief workshop, the Admitted Students will receive a full and complete presentation on the:
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video elaborated by the relevant Admitted Student during the idea elaboration phase in accordance with paragraph 4.3 above and relevant video elaborated by ISP Card and PBZ during the idea presentation phase in accordance with paragraph 4.4 above.

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The winning team will be the one obtaining the highest score for its project.

appointed among the personnel of ISP Card and PBZ, who will assist the Admitted Students during the CS University Award.

6. AWARDS
The winning team (per team member) will be awarded with:
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During the brief workshop, ISP Card and PBZ will provide a full package documentation folder to each Admitted Student. At least 1 (one) member of each running team must attend the brief workshop. If any team fails to do so, ISP Card and PBZ reserve the right to exclude the team from the CS University Award.

prize, gross amount 9,600.00 HRK, paid depending on scholarship status of the student: is not recipient of any, paid as student scholarship (1,600.00 HRK during 6 months, without obligations) is already receiving some other scholarship, student can choose or to replace current scholarship with the new one (1,600.00 HRK during 6 months, without obligations) or to get paid through Service contract (4,800.00 HRK) index plus package, 12 months usage without fee of recognition gift pack

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4.3 Idea elaboration phase

The idea elaboration phase, which will terminate upon delivery of the projects, is the time available to Admitted Students to practice their creative thinking while drafting their projects. Running teams will be asked to send their projects within 4 (four) working weeks from the brief workshop via registered mail to the following mail address universityaward@intesasanpaolocard.com. Projects are expected to:
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Remaining teams (per team member) will be awarded with:

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 presentation video, prepared by the Admitted Students, a illustrating the project and  powerpoint document of maximum 5 (five) slides including a the executive summary (i.e. a brief description of the overall project); attachments such as charts, tables, diagrams and spreadsheets will not be counted in the 5 (five) slides limit; a cost / benefit analysis; written in English language only.

prize, gross amount 3,200.00 HRK, paid depending on scholarship status of the student is not recipient of any, paid as student scholarship (1,600.00 HRK during 2 months, without obligations) is already receiving some other scholarship, student can choose or to replace current scholarship with the new one (1,600.00 HRK during 2 months, without obligations) or to get paid through Service contract (1,600.00 HRK) index plus package, 12 months usage without fee of recognition gift pack

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During this phase, the team leader can contact the tutor who will provide support through clarifications and/or additional information. The tutor can be contacted via e-mail once a week, for a maximum of 4 (four) times during the whole idea elaboration phase. The tutor shall not guide or correct or in any other way influence ideas and projects elaborated by the Admitted Students.

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4.4 Idea presentation phase

The idea presentation phase will take place within minimum 10 days, after closing working period defined under paragraph 4.3. Relevant place and time will be communicated to the Admitted Students by ISP Card and PBZ via e-mail. During the idea presentation phase, the 6 (six) running teams will present their projects to the Judging Commission.

In addition to the above, the winning team will have the opportunity to compete with any other winning team of the CS University Award held by another international subsidiary bank of the Intesa Sanpaolo Banking Group. The relevant competition, to be held at ISBD level, is described in the relevant regulations published on the website of Intesa Sanpaolo S.p.A. (within the ISBD area) at the page dedicated to the CS University Award. The award to be granted at ISBD level could be, at ISBD sole discretion, either a maximum 3 (three) month internship at ISBD in Milan (Italy) or a cash reward of EUR 1,500.00 (one thousand and five hundred Euros) per each student or any equivalent amount in local currency.

7. CLOSING CEREMONY
The closing ceremony is the event organized by ISP Card and PBZ to be held within 10 days during which ISP Card and PBZ will communicate the names of the students of the winning team of the CS University Award. During the closing ceremony the team leader will have a 10 minute session to present the project elaborated by the winning team. All Admitted Students will be invited to attend the closing ceremony and will be awarded a certificate of participation as an acknowledgement of their hard work and effort. Top managers of ISP Card, PBZ and ISBD will also attend the closing ceremony.

12. MISCELLANEA
Students agree that the CS University Award will be subject to and governed by the laws of Republic of Croatia and that any dispute that may arise in connection with the CS University Award will be exclusively settled by the courts in Zagreb, Croatia. Students also agree:
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be bound by these official rules;

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the decisions of the Judging Commission are final and unquestionable on all matters relating to the CS University Award; and ISP Card and PBZ may use the relevant videos, photos, the winning projects and each winners name in any advertising relating to the CS University Award or future promotions without compensation to or approval of the relevant student.

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8. COPYRIGHT
Copyright for the submitted projects and for all videos realized in relation to the CS University Award will be owned exclusively by ISP Card and PBZ, which may use them for whatever purpose. In particular, ISP Card and PBZ are allowed to reproduce, distribute, display and create derivative works in relation to the projects elaborated by the Admitted Students in connection with the CS University Award. ISP Card and PBZ are also authorized to publish the projects on its website. ISP Card and PBZ will not be required to pay any consideration for the use of the projects and no specific further approval by the students will be required for these purposes.

In the event that a member of the winning team is not eligible for or otherwise refuses the award, ISP Card and PBZ, at its sole discretion, may choose whether to assign the award to another Admitted Student. Registration to the CS University Award implies acceptance of these rules of participation and the rights and obligations deriving therefore.

13. COMMUNICATION CHANNELS

All information on the CS University Award will be available online at ISP Cards website (www.intesasanpaolocard.com) and PBZ website (www.student.pbz.hr, www.pbz.hr) and on the facebook pages of ISP Card (Intesa Sanpaolo Card, Intesa Sanpaolo Card University Award) and PBZ (Privredna banka Zagreb). Communication materials might also be available at ISP Cards and PBZ branches as well as at the premises of the Universities. The sole admitted communication materials are those conceived by ISP Card and PBZ. For any further information please write to universityaward@intesasanpaolocard.com.

9. LIMITATION OF LIABILITY
By applying to the CS University Award, each student agrees to release, discharge and hold harmless ISP Card and PBZ and its affiliates, subsidiaries, agents, employees, officers, directors and representatives from any claims, losses and/or damages arising out of his/her participation in the CS University Award or any related activities and the acceptance and use, misuse, or possession of any awards.

10. CONFIDENTIALITY INFORMATION

By applying to the CS University Award, Admitted Students acknowledge that all the information provided to them by ISP Card and PBZ will be considered as confidential, and therefore, must be used only for the purposes of the CS University Award. In addition, Admitted Students undertake not to disclose to third parties any of the information provided to them by ISP Card and PBZ for a period of 5 (five) years following the closing ceremony.

11. PRIVACY
By applying to the CS University Award, students authorize ISP Card, PBZ and ISBD to treat their personal data for all the purposes relating to the CS University Award.