ANZ 2022 Full Year Results
ANZ 2022 Full Year Results
ANZ PLUS - MORE EFFICIENTLY DRIVE HIGHER CUSTOMER GROWTH,
GREATER ENGAGEMENT AND BETTER FINANCIAL HEALTH
LAUNCH
ANZ Plus; drive
customer
growth and
increased
customer
engagement
How we measure success
More
attractive
Greater propensity to
join
Brand consideration
# New customers
Relative app store rating
# ANZ customers migrated
More
engaging
Higher customer
lifetime value
Risk adj. revenue per customer
% Main Bank customers
Lower cost to
onboard, serve and
engage
More
secure
More resilient
systems and services
Average balances per customer
% customers making and receiving
payments regularly
# Interactions per customer
Velocity of new features and
capabilities released
Marginal cost to acquire and join
per customer
Complaints per customer
Fraud losses per customer
Key episode NPS
% customers actively contributing
to a savings goal
% customers saving for a home
% customers with a Home Loan
Marginal cost of service (contact
centre, coaching) per customer
Average product management
cost per customer
% customers ahead on Home Loan
% customers with data sharing
consent
Customer financial wellbeing score
Retention of active customers
Customers per Plus FTE
% Transactions using PayID
System downtime
More than 100 metrics are auto tracked on a weekly basis
More
efficient
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