Financial Performance and Remediation Update
FOCUS ON CUSTOMERS AND COLLEAGUES DELIVERING RESULTS
OUR CUSTOMERS
-5
-10
-15
-20
Strategic NPS1,2 equal first, more work to achieve positive
-7-7
-11
-13
OUR COLLEAGUES
Engagement levels now at top quartile⁹
76
77
77
66
-25
2019
Sep 19
Jan 20
May 20 Sep 20
Jan 21
May 21
Sep 21
NAB
Peer 1
Peer 2
Peer 3
#1 in Consumer³ NPS
#2 in Business4 NPS, #1 in Medium Business5 NPS
#1 Institutional NPS6 and Transactional Banking RSI
and setting record high customer scores
#1 in BNZ Consumer NPS8
Jul 20
Jul 21
Top Quartile
-550
Continued investment in colleagues
Distinctive Leadership Program rollout underway for
leaders, and Career Qualified in Banking (CQiB)
program for all colleagues
New customer facing roles in Business and Private
Bank - new banker hires exceeding set
performance benchmarks.
>2.7k Industry recognised cloud certifications
(1)
(2)
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 (18+) 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).
(3)
(4)
September 2021. Source: DBM Atlas - Consumer. All Consumer customers, Australian population aged 18+, six month rolling averages.
September 2021. Source: DBM Atlas - Business. All Business customers, six month rolling averages.
(5)
September 2021. Source DBM Atlas - Medium Business. Business Customers with turnover from $5m to $50m, six month rolling averages.
(6)
Source: Peter Lee Associates, Australia. Large Corporate Relationship Banking Survey 2021. Based on top four banks by penetration.
(7)
9
(8)
(9)
Source: Peter Lee Associates, Australia. Large Corporate Transactional Banking Survey 2021. Based on top four banks by penetration. Relationship Strength Index (RSI) is based on a combined measure of most qualitative evaluations.
Source: Camorra Retail Market Monitor (data on 12 month roll).
The 2019 score of 66 represents a restated score of the AON survey into a Glint 'Heartbeat' score methodology. Top quartile comparison is based upon Glint's client group (domestic and global, from all industries)
National
Australia
BankView entire presentation