| GOAL |
COMMENTARY |
PERFORMANCE |
| Continue to improve our
customer satisfaction and
match the performance of
community and regional
banks |
ANZ's retail customer satisfaction at 77.2% (September 07) continues to lead major bank
peers in Australia according to the Roy Morgan Finance Monitor. Overall our customer
satisfaction has increased by 1.7% since September 2006, and is 4.7 points higher than
the average for major banks. Against the regional banks, ANZ continues to perform well but is
15.4 points behind the regional bank leader in customer satisfaction. |
Partially achieved |
| Meet or exceed the
performance standards set
out in our Customer Charter |
We met or exceeded the performance standards on the majority of our Customer
Charter promises. Significant efforts to improve our performance on fast account openings
in Mortgages resulted in 98.5% of standard home loan applications being answered in
two working days, up from 96.1% in 2006. |
Partially achieved |
| Maintain our position as
Number 1 Lead Bank for
Major Corporate and
Institutional clients |
ANZ continues to perform strongly in the large corporate and institutional banking market in
Australia and New Zealand. ANZ maintained or gained leadership in 11 measures including
No.1 Most Trusted Adviser according to research of Treasurers and Chief Financial Officers
conducted by Peter Lee Associates. |
Achieved |
| Develop and implement
social and environmental
management policies for
forestry, mining and energy
for our Institutional business |
We developed and conducted extensive consultation on our draft Forests Policy, the first in a
series of sector-specific policies designed to provide greater consistency in the integration of
social and environmental factors into our lending and business decisions. ANZ Institutional
Division is engaged in a final round of stakeholder discussions prior to finalising the Policy. Policies on water, mining and energy are being developed and will be the subject of stakeholder consultation in 2008. |
Did not achieve |
| Implement the Equator
Principles across our Project
Finance business |
Since we adopted the Equator Principles in December 2006, we have reviewed 26 projects
for social and environmental impact under the Principles and approved 16. Equator Principles
training has been provided to 75% of our Project Finance staff in Melbourne, Sydney, Hong
Kong and Singapore. Further work is being undertaken to implement a specific Equator
Principles toolkit, training program and reporting process across our global Project Finance
business; and so this target was not fully achieved. |
Partially achieved |
| For more detailed information, visit the Customers section or read the full Corporate Responsibility Report. |
