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2021 Annual Report
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Net Promoter Score
#1 mobile app NPS
#2 consumer NPS
#1 business NPS
RepTrak reputation score
Average of peer companies: 65.7
percentile score: 83%
Total shareholder return
A meaningful commitment
Delivering real impact.
''Our purpose has never been more relevant than over the past year as the Bank supported personal and business customers impacted by COVID-19.”
Catherine Livingstone AO
''Reimagining what technology can do for our customers is a critical part of our strategy to build tomorrow’s bank today.”
Chief Executive Officer
Strengthening our risk management approach enables us to better support our customers and adapt our strategy to the challenges and opportunities from a changed operating environment.
We are committed to continuously improving our governance practices and ensuring that they are aligned with our business and stakeholders’ needs.
We have worked hard to become a simpler, better bank and are now in a strong position to set a more ambitious agenda: building tomorrow’s bank today for our customers.
Help build a better future, together.
Create more value for customers.
Build deep and trusted customer relationships.
Keep the Bank strong and safe.
Focusing on sustainable practices, policies and decisions to create long-term value.
By taking action to help customers and businesses meet the challenges of climate change, we mitigate risk and generate opportunities.
Delivering the right outcomes for our customers and supporting those experiencing vulnerability is critical to delivering on our purpose.
Making a meaningful contribution to the communities in which we operate and continuing to build trust.
Having an engaged, energised and accountable workforce ensures we deliver good customer outcomes.
Conducting our business responsibly and transparently to deliver balanced and sustainable outcomes.
Our financial results for the 2021 financial year reflect the strength of our business and the disciplined execution of our strategy.
Our financial performance in detail
To provide transparency for all our stakeholders, we set targets, measure and report on a range of customer, environmental, social and governance metrics.
2021 Annual Report (print friendly)
2021 Annual Review
To enquire about or manage your shareholding contact Link Market Services.
For all other enquiries contact the Commonwealth Bank Investor Relations team.
The 2021 Annual General Meeting will be held on Wednesday, 13 October 2021. Learn more.