Balanced Scorecard performance summary

We ensure a balanced review of our performance by tracking progress through, among others, internal dashboards, regular management reporting and external measures.

We continue to create value for our shareholders and other stakeholders. We conduct our business in a way that promotes positive outcomes for society, consumers and the Group, by using our core assets and capabilities to address the challenges and take advantage of opportunities on the African continent.

What do we consider as success?
  • Achieving financial targets timeously, generating sustainable returns for our shareholders, and managing the Separation
How we measure success
Financial targets for:
  • Returns
  • Capital
  • Cost
  • Revenue split
Top line metrics YoY
change
Return on equity
Target: 18 – 20%
16.4%1
Common equity tier 1 ratio
Target: 9.5 – 11.5%
12.1%1
Cost-to-income ratio
Target: low 50s
56.8%1
Revenue share from Rest of Africa
Target: 20 – 25%
22%1

JSE Top 40 listed company

Market capitalisation of R154bn at 31 December 2017

Balance sheet assets of R1.2trn

Headline earnings up 4%

Net asset value per share up by 5%

Retained R6.2bn to support future growth

Paid R8.8bn in dividends to ordinary shareholders (up 3%)

Total shareholder return of 14.1%

Weighted procurement spend up 16% with 50% Black-owned suppliers, and 28% with 30% Black women-owned suppliers

Spent R17.5bn on procurement

Contributed R8.4bn in taxes

1 Normalised.

We continue to create value for our shareholders and other stakeholders. We conduct our business in a way that promotes positive outcomes for society, consumers and the Group, by using our core assets and capabilities to address the challenges and take advantage of opportunities on the African continent.

What do we consider as success?
  • Earning trust through excellent customer and client service
  • Being recommended by customers and clients
  • Innovating and developing products and services that meet customers’ and clients’ needs
  • Accessible products and services
How we measure success
  • Customer surveys
  • Complaints performance
  • Client rankings and market shares
Top line metrics YoY
change
RBB and WIMI: ranking of Relationship Net Promoter Score® (NPS®) versus peer set
Target: 1st 5th
CIB: Compound annual growth rate in client franchise contribution
Target: 11% 16%

Customer experience measurement score of 77

Group NPS® maintained at 28%LA

Safeguarding R690bn in deposits and providing R769bn in gross loans and advances

Managing R335bn of assets on behalf of our customers and clients

Invested R7.4bn in information technology

Developed innovations such as the free MegaU app (South Africa) and Virtual Investor (South Africa) while piloting virtual banking with Timiza (Kenya)

Piloting and scaling solutions for seven fintech start-ups

We continue to create value for our shareholders and other stakeholders. We conduct our business in a way that promotes positive outcomes for society, consumers and the Group, by using our core assets and capabilities to address the challenges and take advantage of opportunities on the African continent.

What do we consider as success?
  • Engaged and enabled employees
  • A diverse and inclusive workplace in which employees are treated equally and have the opportunity to achieve their potential
How we measure success
  • Employee engagement
  • Diversity and inclusion statistics
Top line metrics YoY
change
Women in senior management
Target: 32 – 34% 34.1%LA
Senior Black management in South Africa
Target: 45 – 50% 44.3%V

Collaborated with all 41 703LA employees in creating a new culture

Invested R487m1 in direct training spend

Over 3 847 learning programmes available

Employee turnover down to 8.9%LA

Retention of high-performing employees up to 95.4%LA

59% of vacancies filled internally, of which 49% were promotions

Paid R23.1bn in employee compensation

We continue to create value for our shareholders and other stakeholders. We conduct our business in a way that promotes positive outcomes for society, consumers and the Group, by using our core assets and capabilities to address the challenges and take advantage of opportunities on the African continent.

What do we consider as success?
  • Through our business, decisions and Shared Growth philosophy, securing a prosperous future for our customers, clients, shareholders, employees and the communities we serve
  • Proactively managing the environmental and societal impacts of our business
How we measure success
  • Delivery against our Shared Growth goals
  • Employee engagement in Citizenship activities
  • The impacts of our lending practices’ on the environment and society, and how our clients manage these
Top line metrics YoY
change
Shared Growth disbursements on education and skills development
Target: R1.4bn R299mLA
Funds raised and deployed for enterprise and supply chain development
Target: R1.3bn R2.1bn

215 422 new ReadyToWork online platform users

Enabled 1 236V technical and vocational education and training students with workplace experience

Supported 3 615 students with scholarships

Virtual Incubator App received MTN’s 2017 Best Education App Award

Received the Mail & Guardian’s 2017 Drivers of Change Business Award

Reached 64 108 small and medium enterprises and 76 917 consumers through business and financial literacy

Contributed to the financing of 21 renewable energy projects to date with a combined capital value of R62bn

Decreased our carbon emissions by 34% since 2012

We continue to create value for our shareholders and other stakeholders. We conduct our business in a way that promotes positive outcomes for society, consumers and the Group, by using our core assets and capabilities to address the challenges and take advantage of opportunities on the African continent.

What do we consider as success?
  • A positive conduct and values-based environment
  • A business responsive to regulatory change and the resulting impacts
How we measure success
  • Conduct and culture measures
  • External benchmarks and surveys
Top line metrics YoY
change
Treating Customers Fairly (TCF) outcome score
Target: 65% 61%LA

High completion rates on conduct-focused training:

Code of conduct: 99.4%LA

Fighting financial crime: 98.6%LA

Conduct Risk College: 98.8%LA

FTSE4Good environmental, social and governance rating improved 18% to 4.3/5

Dow Jones SustainabilityTM Emerging Markets Index score of 70/100 points

CDP score remained at B Management ‘taking coordinated action on climate change issues’ ahead of the industry average