Commonwealth Bank Of Australia · ASX:CBA
Commonwealth Bank Of Australia — UBS 9th Annual Australian Financial Services Conference 2010
14 slides from Commonwealth Bank Of Australia's conference presentation, Jun 23, 2010
Slide 1: Retail Banking Services - Ross McEwan
R t il Banking Retail B ki Services S i For personal use only Ross McEwan Group Executive, Retail Banking Services UBS 9th Annual Australian Financial Services Conference 23 June 2010 Commonwealth Bank of Australia ACN 123 123 124
Slide 2: Disclaimer
Disclaimer For personal use only The material Th i l that h follows f ll i a presentation is i off generall background b k d information about the Bank’s activities current at the date of the presentation, 23 June 2010. It is information given in summary form and does not purport to be complete. It
Slide 3: CBA – a clear, focussed strategy
CBA – a clear clear, focussed strategy For personal use only Customer Business Satisfaction Banking Australia’s finest financial services organisation i ti Technology and Trust and Operational Team Spirit Excellence Profitable G Growthth
Slide 4: Vision and strategy
Vision and strategy For personal use only ‘To To be Australia Australia’s s finest financial services organisation through excelling in customer service’ We are determined to place our customers at the centre of everything we do to make it easy for customers, to meet their needs every time, so we ca
Slide 5: Already some great wins for 2010
Already some great wins for 2010 For personal use only “Bank of the Year” and “Moneyy Minder of the Year” Money Magazine “Australian Financial Institution of the Year (Retail)” Australian Banking & Finance (AB&F) “Best Retail Bank in Australia” and “Best Retail Bank in Asia Pacific” The Asian Banker
Slide 6: Strategic priorities for Retail Banking Services
Strategic priorities for Retail Banking Services For personal use only Customer Satisfaction #1 in Customer Satisfaction of the “big four” banks and St George Profitable Market Share Growth #1 Market Share and growing in key lines Efficiency Lowest cost to income ratio driven by operational excellen
Slide 7: Customer Satisfaction
Customer Satisfaction For personal use only MFI Customer Satisfaction Gap to Number u be 1 cclosed osed co considerably s de ab y – Roy Morgan 6 Month Rolling Average Highest ever 6 month average of 75.7% Gap to Number 1 closed 83% considerably 10th consecutive monthly increase 5 7% 5.7% Six
Slide 8: Profitable Market Share Growth
Profitable Market Share Growth For personal use only 2009 Balance Growth Home Loans – consolidated strong share (calendar year) growth over last two years 20.5% Deposits 8 2% 8.2% 8 7% 8.7% 8 7% 8.7% – Not chasing “hot hot money” money 3.5% 5.2% – Sensible use of price and distribution Home Lend
Slide 9: Efficiency
Efficiency For personal use only RBS and Peers Cost to Income Ratio* The e most ost eefficient c e t major ajo Retail eta Bank a in Australia based on cost to income ratio 56% Improvements across multiple areas 49% – Paperless mortgage services 43% 43% 44% 45% environment – best in class 42% 39%
Slide 10: Cross Sell
Cross Sell For personal use only Average number of products held at financial CBA now #1 of peer group in the average institution number of products held per customer (Roy Morgan 6 monthly rolling average) 2.60 Increase primarily from higher deposits 2.54 and credit card holdings g 2.50 Reflec
Slide 11: Risk Management
Risk Management For personal use only RBS Portfolio 30+ Arrears Rates Credit quality trends in line with 5.0% expectations 4.0% Conservative policy settings resulting in 3.0% improved p p performance 2.0% 1.0% Customer Assist volumes impacted 0.0% through 2009, but being managed lower Sep 07 M
Slide 12: People Engagement
People Engagement For personal use only RBS Staff St ff E Engagementt Top quartile staff engagement across Retail Banking Services 4.6 4.5 Gallup Q12® Grand Mean (score out of 5) Stable turnover, with absenteeism at lower 44 4.4 levels than 2008/09 4.3 Focus on increasing the number of women 4
Slide 13: Areas of focus going forward
Areas of focus going forward For personal use only Core Banking g Modernisation / Retail Banking g Transformation Regulation – eg National Consumer Protection Reform Harnessing g Customer Satisfaction momentum Continuing to target best-in-class efficiency Sensible volume / margin g managem
Slide 14: Retail Banking Services - Ross McEwan
R t il Banking Retail B ki Services S i For personal use only Ross McEwan Group Executive, Retail Banking Services UBS 9th Annual Australian Financial Services Conference 23 June 2010 Commonwealth Bank of Australia ACN 123 123 124
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