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KEY CUSTOMER METRICS BNZ BUSINESS NPS1,3 NEW ZEALAND BANKING 15 25 15 5 -5 -15 -25 3 -13 -15 -26 -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 Dec 20 Mar 21 BNZ Peer 1 Peer 2 -Peer 3 BNZ CONSUMER NPS2,3,4 45 40 35 30 25 20 40 36 34 26 19 15 10 5 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 Dec 20 Mar 21 BNZ -Peer 1 Peer 2 Peer 3 Peer 4 45 Source: Kantar Business Finance Monitor (data on 4 quarter roll). Total business market up to annual turnover of $150m; includes Agribusiness with a turnover of $100k+ (2) Source: Camorra Retail Market Monitor (data on 12 month roll). There has been a change in NPS used for BNZ reporting, to reflect the total Consumer market, rather than Combined Priority Segments (which include Starters and Savers, Home Owners and Investors and High Net Worth) (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 (4) In 2019, a change in Retail Market Monitor methodology led to a re-set of NPS for the consumer market for all five major banks. The use of a 12 month rolling average in BNZ reporting smoothed the transition (we used data that was collected in parallel from May 2019 to September 2019), but a methodology-driven increase in NPS for all banks is visible during this period of transition. The new methodology has been fully embedded since October 2019 National Australia Bank

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