National Australia Bank Limited · ASX:NAB

National Australia Bank — Investor Presentation (March 2005)

14 slides from National Australia Bank's investor presentation, Mar 10, 2005

  1. Slide 1: Bank of New Zealand - Bank Smarter

    Bank of New Zealand 10 March 2005 Bank Smarter

  2. Slide 2: BNZ - Repositioning

    BNZ - Repositioning Key Business Issues Core Strategy > In early 2002 our brand performance was declining to unacceptable levels relative to competitors > At that time Bank of New Zealand had: + Declining brand preference + Declining custamer satisfaction + Declining main bank custamer share > Brand

  3. Slide 3: As a result, by 2002, key measures were falling

    As aresult, by 2002, key measures were falling... AESEXeined ai ane vine Prone Herat

  4. Slide 4: BNZ Strategic Priorities

    BNZ Strategic Priorities ——I > Brand > Customer Satisfaction » Housing > Youth

  5. Slide 5: Since 2002 Brand performance improved significantly

    Since 2002 Brand performance improved significantly ——<__ ———— Dec Sept 2002 2003 Preference — All Customer 1.7% 13.6% Preference - Own Customer 61% 69% Preference / Share Ratio 89% 105% Advertising awareness 14% 16% Customer Satisfaction 51% 55% 111% 26% 65% >>>» Sou: Ac Milen Cnaumer Monor

  6. Slide 6: Result has been sustained improvement in customer satisfaction

    Result has been sustained improvement in customer satisfaction ‘sefacion wth rarch Service -Persral et » Focus on improving brand perception and customer experience is paying off. » Experienced significant gains in customer satisfaction over the last two years.

  7. Slide 7: Home Loan Strategy paying off

    Home Loan Strategy paying off BNZ One of only two Main Banks to grow market share - Jan 02 to Dec 04 | Housing System Growth versus BNZ Market Share 109.000 98% 10.00 +. 192% 100.000}... 150% e000 + 130% ENE Stare of Hour (8) exoo0 }-- 130% seo00 4. 150% sooo} ware 0000 }-~ “Housing System fm “=~ ta

  8. Slide 8: Continuous focus on building our Home Loan book

    Continuous focus on building our Home Loan book Success driven by a combination of salesforce alignment and promotional focus | Ultimate Home Loan 7 a8 No Fees & ae Doorbuster Doorbuster Tailored Doorbuster Take the | [Unbeatable Rate Rate Home Loan | | Rate (3.99%) Test | n 4 1 t t t T t Dec bs Dec

  9. Slide 9: Home Loan Market Competitive Advantage

    Home Loan Market Competitive Advantage —-—_ Mortgage Broker sourced 30 - 40% 2-Year Fixed Rate Home Loan Bank sourced 60% - 70% Margin over Margin over Ife ofloan Tae ofloan ‘abe 140 bnts over 2 revenue over years 2years Bank of New Berk X's Berk of New Bank Xs Tealand's Mortgage Shere Tealand!s Mor

  10. Slide 10: Programme was designed to deliver competitive advantage in Home Loan market

    Programme was designed to deliver competitive advantage in Home Loan market > Full relationship with our customers, therefore greater ability to cross sell » Largest and most capable MMM workforce » Leverage our unique online leads capability to give us an advantage in customer retention and anticip

  11. Slide 11: Programme to selectively grow Youth market share

    Programme to selectively grow Youth market share a Key Business Issues Core Strategy > Share fall from 10% in 1999 to 7% in 2002/3 > Majority of switching accurs between 19 to 29 year olds » Youth market opportunity + 73% of NZ 20 -24 year alds do not go onto full time tertiary education + Tertiary

  12. Slide 12: Progress to date on key strategies implemented

    Progress to date on key strategies implemented _ Current Industry Av. Gth Score Av. Gth 200213 Best 99-02 2004 Since 2002/8 Satisfaction 53% 68% 10% 63% 5.0% F Preference 1% 21% 0.8% 18% 16% F Preference:Share 94 128 A 110 80 Personal Share 12% 39% 06% 14% 09% F Housing 15% 38% 0.0% 16% 05% F Youth

  13. Slide 13: Consistent evolutionary approach to strategy

    Consistent evolutionary approach to strategy [aE ff 2002 / 2003 2003 / 2004 2004 / 2005 «Brand Program rn «Brand Program +Customer Ongoing +Customer Salisfaction Satisfaction +Home Loans ry *Youth «Brand Program +Home Loans + Small Business Current +Customer +Youth + Consumer Focus Satisfaction «Ret

  14. Slide 14: Searchable text section of graphics shown above

    Searchable text section of graphics shown above Ban k of New Zealand [GRAPHIC] 10 March 2005 Bank Smarter [LOGO] BNZ - Repositioning [LOGO] Key Business Issues • In early 2002 our brand performance was declining to unacceptable levels relative to competitors • At that time Bank of New Zealand had: •

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