Investor Presentaiton
CUSTOMER EXPERIENCE IMPROVING BUT MORE WORK TO DO
STRATEGIC NPS1,2
49
-5
-10
-10
-15
-20
-11
-13
-17
-25
-30
May 16
Sep 16
Jan 17
NAB
May 17
Sep 17
Jan 18
May 18
Sep 18
Jan 19
May 19
Sep 19
Jan 20
May 20
Sep 20
Peer 1
Peer 2
Peer 3
CONSUMER4
BUSINESS³
-5
5
-10
-14
0
-15
-15
-15
-5
-20
-21
-10
-25
-15
-30
-35
-20
-40
-25
NAB
Peer 1
Jun Sep Dec Mar Jun Sep Dec Mar Jun Sep Dec Mar Jun Sep Dec Mar Jun Sep
16 16 16 17 17 17 17 18 18 18
19 20 20 20
Peer 3
18 19 19 19
Peer 2
(1)
(2)
-6
-11
-13
Jun Sep Dec Mar Jun Sep Dec Mar Jun Sep Dec Mar Jun Sep Dec Mar Jun Sep
16 16 16 17 17 17 17 18 18 18 18 19 19 19 19 20 20 20
NAB
Peer 1
Peer 2
-Peer 3
Net PromoterⓇ and NPS® are registered trademarks and Net Promoter Score and Net Promoter System are trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld
Strategic NPS: Sourced from DBM Atlas, measured on 6 month rolling average. Definition has been updated to give all customers within the Business and Consumer segments equal voice. The overall Strategic NPS result
combines the Consumer and Business segment results using a 50% weighting for each. NPS is based on all customers' likelihood to recommend on a scale of 0 to 10 (extremely unlikely to extremely likely). History has been
restated
(3)
October 2020. Source: DBM Atlas - Business. All Business customers, six month rolling averages
(4)
October 2020. Source: DBM Atlas - Consumer. All Consumer customers, Australian population aged 18+, six month rolling averages
National
Australia
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