ANZ 2023 Half Year Results
ANZ PLUS - MORE EFFICIENTLY DRIVE HIGHER CUSTOMER GROWTH,
GREATER ENGAGEMENT AND BETTER FINANCIAL HEALTH
ANZ 2023 Half Year Results
How we measure success
More
attractive
Greater propensity to
join
Brand consideration
Relative app store rating
# New customers
# ANZ customers migrated
% Main Bank customers
More
engaging
Higher customer
lifetime value
Risk adj. revenue per customer
Key episode NPS
% customers ahead on Home Loan
Average balances per customer
% customers actively contributing to a savings
goal
% customers with data sharing consent
More
efficient
Lower cost to
onboard, serve and
engage
% customers making and receiving payments
regularly
# Interactions per customer
Velocity of new features and capabilities
released
Marginal cost to acquire and join per customer
% 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
Customer financial wellbeing score
Retention of active customers
Customers per Plus FTE
More
More resilient
ā
Complaints per customer
secure
systems and services
Fraud losses per customer
% Transactions using PayID
System downtime
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