ANZ Financial Performance Overview
SECTION 5
Personal Banking
-
The personal banking business has continued
to invest in its Restoring Customer Faith
("RCF") program.
This program aims to improve the "health" of
the business. Significant improvements have
been achieved:
underlying health of the business improving...
Staff advocacy.
substantial improvement
Customer satisfaction
with branch increasing
100%
80%
81%
10
8.2
8.3
8.3
7.6 7.4
7.5
7.5
65%
8
6.5
60%
6
.
Customer satisfaction scores for
both Rural and Personal banking
continue to improve, whilst complaints
levels are falling.
35%
40%
4
20%
NO
2
0
• Mystery shopping results, which
measure service at the branch level
through unannounced monthly visits,
continue to improve. Branches can act
on detailed recommendations for
improvement.
0%
Jul-01
Jul-02
Jul-03
Mar-02 Sep-02 Mar-03 Sep-03
Personal
Rural
Significant reduction
in queue complaints*
Branch refurbishments continue.
Over 100 branches have been
upgraded, making the total more than
160 since the start of the program. A
new telling platform is in pilot stage.
Mystery Shopping
(% of branches with >75%
score)
90%
85%
120
80%
75%
90
•
Staff advocacy, being the % of staff
that would recommend ANZ as a place
to work has more than doubled since
2001.
90
70%
60
Staff skills have improved, with more
than 4,200 staff trained in sales skills
in the second half. New merchandising
has been rolled out to support the
sales process.
60%
30
50%
0+
Mar-03
Sep-03
43
Mar-02 Sep-02 Mar-03 Sep-03
*- average number of complaints per month,
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