Financial Performance and Remediation Update
STRATEGIC NPS EQUAL FIRST BUT MORE WORK TO DO TO ACHIEVE POSITIVE
STRATEGIC NPS1,2
-5
-10
-15
-20
-25
-30
Jan 17
May 17
Sep 17
Jan 18
May 18
Sep 18
Jan 19
May 19
Sep 19
Jan 20
May 20
Sep 20
Jan 21
May 21
Sep 21
-NAB
Peer 1
Peer 2
Peer 3
BUSINESS³
CONSUMER4
-5
5
-10
0
-15
-5
-20
-10
-25
-30
-15
-35
-20
-40
Jan May Sep Jan May Sep Jan May Sep Jan- May Sep Jan May Sep
17 17 17 18 18 18 19 19 19 20
21 21
-25
Jan
20 20
⚫NAB
Peer 1
Peer 2
21
Peer 3
17
17
May Sep- Jan- May Sep
17 18 18 18
Jan
19
May Sep- Jan- May- Sep- Jan- May Sep
19 19 20 20 20 21 21 21
NAB
Peer 1
Peer 2
-Peer 3
124
(1)
(2)
(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
Strategic NPS: Sourced from DBM Atlas, measured on 6 month rolling average. The overall Strategic NPS result combines the Consumer and Business segment results using a 50% weighting for each. Net Promoter Score (NPS)
is based on all customers' likelihood to recommend on a scale of 0 (not at all likely) to 10 (extremely likely)
September 2021. Source: DBM Atlas - Business. All Business customers, six month rolling averages
(4) September 2021. Source: DBM Atlas - Consumer. All Consumer customers, Australian population aged 18+, six month rolling averages
National
Australia
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