Bank of Ireland 2020 Debt Investor Presentation
Customers at the core of our response to COVID-19 Bank of Ireland 2020 Debt Investor Presentation
Customers
Relationship NPS1 improved by +5 points in 2020 vs. 2019
Top 3 Drivers of RNPS score
Payment Breaks -
better than expected outcomes
Active payment breaks - 94% now concluded² with
modest arrears migration evident
Overall RNPS Score
7
100k
90k
6
↑ 5pts
80k
5
70k
↑ 4%
↑ 4%
60k
4
↑ 3%
50k
3
40k
Feb 2020
30 DPD
2
30k
20k
3.0% of all
balances³
1
10k
0
Relationship
NPS
Easy to deal
with
Genuinely care about
their customers
Good
reputation
Apr 20
Dec 2020 > 30 DPD
3.0% of all
balances³
•
Financial Wellbeing Index at 66 (+5 vs. Feb 2019)
Customer complaints fell by 22% vs. 2019 in Ireland
Various lending supports provided, including:
Additional €1bn in funding for Sustainable Finance Fund
Online application portal launched under €2bn Irish Credit
Guarantee Scheme to ensure quicker access for SMEs
Launched simple monthly fee for Personal Current
Accounts (PCA), replacing 26 separate charges
Launched nationwide fraud awareness campaign and
additional Vulnerable Customer supports
Rated best provider for supporting bereaved customers
through probate amongst all UK banks
Jul 20
Oct 20
Active payment breaks
Jan 21
c.100k initial 3 month payment breaks to personal and
business customers in Ireland and UK
94% of payment breaks have now concluded
-
-
97% of these have returned to pre-COVID-19 terms
3% have had further forbearance measures
approved
6% of payment breaks remain in place
Minimal arrears and NPE migration evident in concluded
payment breaks so far; c.4% of concluded payment breaks
have become 'new' arrears4
Proactive early engagement continues
RNPS = Net Promoter Score measuring customer loyalty; difference between % of promoters vs. % of detractors
2 As at 12 February 2021
3 Retail customers in Ireland and UK, arrears on all balances, payment break and non-payment break
4 Balances now categorised as arrears that were not previously in arrears prior to payment breaks
Bank of Ireland
4View entire presentation