Commonwealth Bank of Australia · ASX:CBA

Commonwealth Bank of Australia — H1 2005 Earnings Presentation

11 slides from Commonwealth Bank of Australia's earnings presentation, Feb 9, 2005

  1. Slide 1: Presentation of Half Year Results for 31 December 2004

    Presentation of Half Year Results for 31 December 2004 David Murray Chief Executive Officer 9 February 2005 www.commbank.com.au 1

  2. Slide 2: Disclaimer

    Disclaimer The material that follows is a presentation of general background information about the Bank’s activities current at the date of the presentation, 9 February 2005. It is information given in summary form and does not purport to be complete. It is not financial product advice and is not in

  3. Slide 3: Which new Bank

    new Which Bank

  4. Slide 4: Customer service

    Customer service „ 79% of branches serving customers within 2 mins „ 70% of all branch home loan application approvals provided on-the-spot „ Significantly lower complaint level following introduction of CommSee in Tasmania 4 4

  5. Slide 5: Customer service: Strength of Relationship

    Customer service 10 Strength of Relationship 6.1 6.1 5.9 5.7 5.8 5.8 5.8 0 Apr-Jun Jul-Sep Oct-Dec Jan-Mar Apr-Jun Jul-Sep Oct-Dec 03 03 03 04 04 04 04 Source: Research International 5 5

  6. Slide 6: Engaged people

    Engaged people Nov 03* Nov 04* „ We put the customer first 36 74 „ Clear idea of where CBA is headed 63 72 „ Ideas and knowledge shared freely 38 53 * % people who agree with statement Source: CBA Cultural Survey 6 6

  7. Slide 7: Simple processes

    Simple processes „ Process simplification - 24 ‘CommWay’ initiatives completed - 63% average improvement in turnaround times „ Cost savings efficiencies - Supplier panels renegotiated - Support functions redesigned 7 7

  8. Slide 8: 2004/05 milestones

    2004/05 milestones Milestone Percentage complete* Target date 1. Service & Sales Management - remaining staff trained 60% Jun 05 2. Branch Refurbishment - refurbish 125 35% Jun 05 Customer 3. NetBank - new service implemented 90% Mar 05 4. CommSee - platform built and deployment commenced 95% Apr 05

  9. Slide 9: CommSee service potential

    CommSee service potential One integrated system CommSee client system - Interactions - Referrals - Relationships Our people - Images - Service & Sales Training Our customer Product systems - Client data service Transactions 9 9

  10. Slide 10: Outlook

    Outlook „ Cash EPS growth full year 2005 25% to 30% „ CAGR* cash EPS now estimated to exceed 12% over 2003 to 2006 „ Confident of delivering other Which new Bank commitments: - 4-6% compound annual productivity improvement - Gain profitable market share growth across major product lines - Increase t

  11. Slide 11: Presentation of Half Year Results for 31 December 2004

    Presentation of Half Year Results for 31 December 2004 David Murray Chief Executive Officer 9 February 2005 www.commbank.com.au 11

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