ASB MARKET UPDATE
5 JUNE 2015
Agenda
BARBARA CHAPMAN
Chief Executive Officer
JON RABY
Chief Financial Officer
IAN PARK
Executive General Manager
Retail & Business Banking
STEVE JURKOVICH
Executive General Manager
Commercial, Corporate & Rural
RUSSELL JONES
Executive General Manager
Technology & Innovation
QUESTIONS AND ANSWERS
3
Our Vision and Values
5
Our strategy
7
Best in class staff engagement
Comparative Engagement Scores
ASB Engagement Scores
88%
88%
2014
2015
86%
85%
2012
2013
Source: ASB People & Culture Survey February 2015, IBM Kenexa
9
Strong customer focus
Retail customer satisfaction1
Area
ASB
Business < $250k turnover2
=1st
Business $250k - $2m turnover2
1st
Commercial $2m - $25m turnover2
1st
Corporate $20m - $150m turnover2
=2nd
Agribusiness $100k+ turnover2
2nd
Mobile app1
=1st
Premium1
=1st
Call centre1
=2nd
Branch satisfaction1
=2nd
1 Camorra Retail Market Monitor April 2015. % of respondents choosing “quite satisfied” or “very satisfied” to the question
“Thinking about all aspects of the service provided to you by your [main bank], how satisfied are you with the overall performance
of [main bank]”. Rolling 12 months average, maximum margin of error (MME)) +/- 4.3%.
2 TNS Business Finance Monitor Q1 2015. % of respondents choosing “very good” or “excellent” to the question “How would you
rate [nominated main bank] overall i.e. it's service and the institution itself over the last year?”. Rolling 4 quarter average.
11
Main bank share
ASB =2nd largest retail bank1
Main bank share Apr-151
1 Camorra Retail Market Monitor main bank share measure. % of respondents who selected ASB to the following question. “Please
select ALL the financial service providers that you use in New Zealand…(multi response) . And which of these is your main provider
of financial services? (single...