Annual Review 2015




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Group non-financial performance53


2015 Group non-financial performance

201554

2014

2013

Net Promoter Score (Mortgage Customers) (Australia)55

-18

-24

-27

Net Promoter Score (Micro business) (Australia)55

-18

-19

-21

Net Promoter Score (Small business) (Australia)55

-19

-19

-15

Net Promoter Score (Medium business) (Australia)55

-7

-10

-13

Net Promoter Score (Priority Segments) (Australia)55

-16

-18

-19

% change in customer complaints (Australia)

+17%

+25%

+3%

Number of branches and business banking centres56

1,590

1,771

1,819

Number of ATMs

4,412

4,578

4,613

% of customers that are active users of internet banking (Australia)

50%

50%

52%

Number of microfinance loans written (Australia)57

23,475

25,526

23,785

Value of microfinance loans written (Australia) ($m)57

28.3

33.6

31.7

Cumulative number of low income Australians
assisted with microfinance products/services57

394,277

335,934

268,864

Number of customers assisted experiencing
financial hardship (Australia)

20,174

15,033

13,029

SUSU: NAB Group overall engagement score58

52%

42%

N/A

SUSU: NAB 'Alignment to our values' score (Australia)58

87%

N/A

N/A

Number of breaches of our Code of Conduct (Australia)59

870

N/A

N/A

% women in total workforce60

57%

57%

57%

% of women in executive management60 61

32%

30%

30%

% of women on NAB Group subsidiary Boards

36%

32%

31%

% of employees 50 years of age or over60 62

19%

19%

18%

Return to work rate for employees following primary carer’s leave and any consecutive extended leave (Australia)

89%

87%

80%

Total employee turnover rate60 63

12%

13%

15%

Voluntary employee turnover rate60 64

10%

10%

11%

Retention of high performing employees (Australia) 60 65

95%

95%

95%

Absenteeism (Australia)66

7.46

7.55

7.52

Community investment ($m)

59.2

67.6

66.5

Cumulative number of volunteer hours (Australia)
(mission 1 million)67

1,084,712

922,001

764,816

Cumulative value of volunteer hours (Australia) ($m)67

52.0

43.5

35.2

% of project finance portfolio invested in renewable energy

12.0%

10.4%

12.5%

Greenhouse gas emissions (net of renewable energy purchase) tCO2-e68

255,940

274,498

288,410

% of material suppliers that are signatories to NAB Group
Supplier Sustainability Principles69

47

32

N/A



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