Investor Presentaiton
KBC
Strategy Update on KBC's non-financial targets
Customer NPS ranking
Bank-insurance (BI) clients
Top-3
BI CLIENTS
Top-2
Top-2
Top-2
in %
2020
2021
2022
2023
KBC is 2nd in customer NPS (Net Promoter Score) ranking
based on weighted avg of ranking in five core countries
Target is to remain the reference
(i.e. Top-2 score on group level)
Straight-through processing (STP)
STP SCORE*
in %
49%
60%
25%
33%
2020
2021
2022
2023
The STP ratio measures how many of the services that can be offered digitally are
processed without any human intervention and this from the moment of interaction
by a client until the final approval by KBC.
BI STABLE CLIENTS
in %
59
of 74
77%
78%
81%
85%
22%
23%
25%
27%
2020
2021
2022
2023
2020
2021
2022
2023
Bl customers have at least 1 bank +
1 insurance product of our group.
Stable Bl customers: at least 2 bank +
2 insurance products (Belgium: 3+3)
Digital sales
DIGITAL SALES BANKING PRODUCTS*
in %
DIGITAL SALES INSURANCE PRODUCTS
in %
46%
39%
40%
32%
15%
19%
24%
25%
2020
2021
2022
2023
2020
2021
2022
2023
Digital sales 46% of banking sales
(vs 2023 target of ≥40%).
Digital sales 24% of insurance sales
(vs 2023 target of ≥25%)
* Based on weighted average of selected core products.
*Based on analysis of core commercial products.
Highlights
Profit & Loss
Capital & Liquidity
Looking forward
BU & FY22 view
Company profile
KBC Strategy
Sustainability
Asset quality
MREL & FundingView entire presentation