case

case

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...

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