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KEY CUSTOMER METRICS BNZ SME NPS1,3 25 15 5 -5 -15 -25 -3 -17 -19 -20 -35 Mar 17 Jun 17 Sep 17 Dec 17 Mar 18 Jun 18 Sep 18 Dec 18 Mar 19 Jun 19 Sep 19 Dec 19 Mar 20 Jun 20 Sep 20 BNZ Peer 1 Peer 2 Peer 3 BNZ CONSUMER NPS2,3,4 GOGSUNGA 15 10 40 35 30 25 20 Mar 17 Jun 17 Sep 17 Dec 17 Mar 18 Jun 18 Sep 18 Dec 18 Mar 19 Jun 19 Sep 19 Dec 19 Mar 20 Jun 20 Sep 20 72 BNZ -Peer 1 (1) Source: Kantar Business Finance Monitor (data on 4 quarter roll) (2) (3) Peer 2 Peer 3 Peer 4 Source: Camorra Retail Market Monitor (data on 12 month roll) for Consumer Priority segments which include Savers and Starters, Home Owners, Investors & High Net Worth clients 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) Due to a change in Retail Market Monitor methodology, there has been a re-set of strategic NPS for the consumer market for all five major banks. The use of a 12 month rolling average in BNZ reporting has smoothed the transition (we are using data that was collected in parallel from May 2019 to September 2019), but there is a methodology-driven increase in NPS for all banks visible during this period of transition. The new methodology has been fully embedded since October 2019 39 35 32 22 14 National Australia Bank

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