Performance
Sustainability scorecard
| Metric 1 | 2010 | 2009 | 2008 | 2007 |
|
Customers |
||||
|
Roy Morgan Research MFI retail customer satisfaction (6-month to June rolling average)2 |
75.6% (ranked 3rd) |
73.0% (ranked 4th) |
70.1% (ranked equal 4th) |
70.5 (ranked 5th) |
|
TNS Business Finance Monitor customer satisfaction |
67.9% (ranked 4th) |
72.8% (ranked 4th) |
73.9% (ranked 5th) |
60.7% (ranked 5th) |
|
Wealth Insights Platform Survey4 |
86.5% (ranked 1st) |
84.1% (ranked 1st) |
88.2% (ranked 1st) |
89.4% (ranked 2nd) |
|
People |
||||
|
Lost Time Injury Frequency Rate (LTIFR)5 |
2.5 |
2.4 |
3.1 |
3.7 |
|
Gallup Survey GrandMean6 |
4.32 |
4.37 |
4.28 |
4.13 |
|
Absenteeism |
5.9 |
5.9 |
6.5 |
6.2 |
|
Employee Turnover |
12.73% |
11.37% |
18.45% |
14.94% |
|
Environment |
||||
|
Property and fleet carbon emissions9 (tonnes CO2-e) |
176,806 5.5 per FTE |
172,752 5.7 per FTE |
173,397 5.6 per FTE |
163,964 5.4 per FTE |
1 All metrics capture data from Australian domestic operations unless otherwise stated.
2 The proportion of each financial institution’s MFI retail customers surveyed by Roy Morgan Research 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 rolling average to June, based on the Australian population aged 14 and over. The ranking refers to the Group’s position relative to the other four major Australian banks (Westpac, St George, NAB, ANZ).
3 The proportion of each financial institution’s MFI business customers surveyed by TNS Business Finance Monitor that are either ‘Very Satisfied’ or ‘Fairly satisfied’ with their overall relationship with that 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 rolling average as at 30 June, based on all businesses with annual turnover up to $100 million (excluding Agribusinesses). The ranking refers to the Group’s position relative to the other four major Australian banks.
4 The proportion 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 Platform Service Level 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. Until 2010 this survey was known as the Wealth Insights MasterTrust/Wrap survey.
5 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 late reporting of incidents that occurred during the year, or the subsequent acceptance or rejection of claims made in the year. To reflect this, the 2009 figure (previously reported as 2.1) has been adjusted.
6 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, ASB Bank, Commonwealth Bank Indonesia, Bank of Hangzhou, Qilu Bank, Sovereign Group, and some smaller international branches and subsidiaries.
7 Absenteeism is the annualised figure as at 31 May each year. Absenteeism refers to the average number of sick leave days (and, for CommSec employees, carers’ leave days) per full-time equivalent (FTE), reported by domestic, permanent employees. FTE captures domestic, permanent employees (full-time, part-time, job share or on extended leave).
8 Employee turnover refers to all voluntary exits of domestic, permanent employees as a percentage of the average domestic, permanent headcount (full-time, part-time, job share or on extended leave).
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, dedicated bus services, business use of private vehicles and domestic ATMs. Due to the electricity billing cycle, 28 % of 2009-2010 electricity data was estimated to meet publication deadlines. 2009 figures previously reported have been adjusted by replacing estimated data with actual data following receipt of outstanding electricity invoices.. FTE captures domestic, permanent employees (full-time, part-time, job share or on extended leave) and all contractors.
Commonwealth Bank and you
Our initiatives
For more information
Did you Know?
We are the most recognised brand in the Australian financial services industry.
