Bank of Ireland 2022 Interim Results
Transformation investment achieving higher customer
satisfaction, digital adoption and low-cost acquisition
+4
96
Improvement in
customer NPS¹ h/h
88%
Proportion of digital traffic
originated via mobile app
(vs 62% in 2020)
12m hours
+36%
Bank of Ireland 2022 Interim Results
Growth in mobile app
digital traffic y/y
+15%
Increase in online banking
active customer base y/y
(now c.1.4m)
Reduction in customer
toil from introduction of
in-app card controls
Delivering against commitments to enhance digital capabilities in H1 2022
Over 110,000 new customer
current accounts opened in H1 22
(+110% y/y)
•
70% of these are digital-only
Further significant uptick
expected in H2 22
Further
enhancements to
mobile app leading
1000
to higher customer
satisfaction
Notable improvement in mobile
app ratings since Card Controls
added in 2022; highest rated
domestic Irish bank mobile app
Biometric controls launching in
2022
Efficient and
Osafe onboarding
of customers
amid bank exits
Launched
Customer
Engagement
Engine
Personalised, Al-powered 'always-
on' engagement engine anticipates
customer needs
This is driving a 52% increase in
personal loan leads; 15% drop in
suspicious transaction queries;
248% increase in Financial Wellbeing
health checks
Accelerated digital adoption
Launch of
Financial
Wellbeing
spending insights
Enhanced customer offerings
1 Net Promoter Score assesses overall level of satisfaction of a customer's relationship with Bank of Ireland
Financial Wellbeing tool launched
in H1 22, full roll-out in H2 22
Provides customers with a range
of personalised insights into
financial health behaviours
Efficiency benefits
Bank of Ireland
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