Sustainability dashboard

(1) All metrics capture data from Australian domestic operations only (excluding Bankwest), unless otherwise stated.
(2) Roy Morgan MFI customer satisfaction measures the proportion of each financial institution’s MFI retail customers surveyed that are either ‘Very Satisfied’ or ‘Fairly satisfied’ with their overall relationship with that financial institution on a scale of 1 to 5 where 1 is ‘Very Dissatisfied’ and 5 is ‘Very Satisfied’. The metric is reported as a 6-month moving average. The ranking refers to the Group’s position relative to the other four major Australian banks.
(3) TNS Business Finance Monitor MFI customer satisfaction measures the proportion of each financial institution’s MFI business customers surveyed that are either ‘Very Satisfied’ or ‘Fairly satisfied’ with their overall relationship with that financial institution on a scale of 1 to 5 where 1 is ‘Very Dissatisfied’ and 5 is ‘Very Satisfied’. The metric is reported as a 12-month moving average. The ranking refers to the Group’s position relative to the other four major Australian banks.
(4) The percentage of financial advisers giving the Colonial FirstChoice platform an overall satisfaction score of 7-10, on a scale of 1-10 where 1 is ‘Poor’ and 10 is ‘Excellent’, in the Wealth Insights MasterTrust/Wrap survey. Ranking captures the relative position of Colonial FirstChoice compared with bank peer master trusts measured in the survey, based on the percentage of advisers giving 7–10 for overall satisfaction.
(5) The 2008-2009 figure is the annualised figure as at 31 May 2009. Absenteeism refers to the average number of sick leave days per FTE, reported by domestic, permanent employees. FTE captures employees that are full-time, part-time or on extended leave.
(6) Employee turnover refers to all voluntary exits of domestic permanent employees as a percentage of the average permanent domestic employees.
(7) The Gallup Survey GrandMean measures the average response, on a 5-point scale (where 5 is the most positive response), summarising the average (mean) responses to the Gallup Q12 statements, given by employees in the People and Culture survey. The result captures the responses of domestic and international Group employees excluding those of Bankwest, Auckland Savings Bank, Commonwealth Bank Indonesia, Bank of Hangzhou, Qilu Bank, Sovereign Group, and selected smaller international branches and subsidiaries. The Gallup percentile is derived from Gallup’s worldwide database. 80th percentile is considered by Gallup to be Best Practice.
(8) LTIFR is the reported number of occurrences of lost time arising from injury or disease that have resulted in an accepted workers compensation claim, for each million hours worked by domestic employees. The metric captures claims relating to domestic employees only (permanent, casual and those contractors paid directly by the Group). Data is complete as at 30 June each year, however it may be updated in future reports due to post-publication reporting of incidents that occurred during the year, or the subsequent acceptance or rejection of claims made in the year.
(9) Emissions relate to consumption of electricity, gas and fuel (gasoline and diesel) by domestic retail and commercial properties, the business use of domestic tool-of-trade vehicle fleet, business use of private vehicles and domestic ATMs. Due to the electricity billing cycle, 19.5 % of 2008-2009 electricity data was estimated to meet publication deadlines. 2007 and 2008 figures previously reported have been adjusted to take into account the Group’s reporting boundaries under the National Greenhouse and Energy Reporting Act 2007.