Financial Performance and Remediation Update
KEY CUSTOMER METRICS
BNZ BUSINESS NPS 1,3
NEW ZEALAND BANKING
15
5
-5
-15
-25
-35
Sep 18
Dec 18
Mar 19
Jun 19
Sep 19
Dec 19
Mar 20
Jun 20
Sep 20
Dec 20
Mar 21
Jun 21
Sep 21
BNZ
-Peer 1
Peer 2
-Peer 3
15
25
BNZ CONSUMER NPS2,3,4,5
40
35
30
25225050
15
10
Sep 18
Dec 18
Mar 19
Jun 19
Sep 19
Dec 19
Mar 20
Jun 20
Sep 20
Dec 20
Mar 21
Jun 21
Sep 21
BNZ
-Peer 1
-Peer 2
-Peer 3
(1) Source: Kantar Business Finance Monitor (data on 4 quarter roll). Total business market up to annual turnover of $150m; includes Agribusiness with a turnover of $100k+.
(2) Source: Camorra Retail Market Monitor (data on 12 month roll). There has been a change in NPS used for BNZ reporting vs. previous years. The result now reflects the total Consumer market, rather
than Combined Priority Segments (which included Starters and Savers, Home Owners and Investors and High Net Worth).
(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.
(4) In 2019, a change in Retail Market Monitor methodology led to a re-set of NPS for the consumer market for all major banks. Use of a 12 month rolling average in BNZ reporting smoothed the transition
but a methodology-driven increase in NPS for all banks is visible. The new methodology has been fully embedded since October 2019.
(5)
In September 2021 there was a further methodological improvement. Customer share (alongside population census results) is now included in the underlying data weighting approach. This change has
been applied across the market, so affects both BNZ and our peers. It has also been applied to the historical results from May 19 so comparisons over time remain valid, including for blended periods.
43
National
Australia
BankView entire presentation