8
%
Total Shareholder Return (TSR)
Calculated as the growth in share price plus dividends paid to shareholders during the year.
TSR is recognised as one of the best measures of achieving a good investment return.
18
%
Return on Equity (ROE)
Calculated as the profit attributable to equity shareholders as a percentage of average shareholders’ equity.
To increase ROE, we focus on growing our business where risk-adjusted returns are maximised and capital is efficiently deployed.
74
FILS
Basic Earnings per Share (EPS)
Calculated as profit attributable to equity shareholders of the Bank as divided by the weighted average of the equity shares in issue during the year.
34
%
Cost to Income Ratio
Calculated by dividing operating expenses by operating income.
We made important changes to our core processes and introduced specialist management techniques to do more with less, and thus became more efficient whilst still investing in our businesses.
Net Promoter Score (NPS)
NPS is based on customers’ likelihood to recommend ADCB to a friend or colleague. NPS is calculated as the percentage of customers who are promoters, rating the company 9 or 10 on a 0 to 10 point scale, minus the percentage who are detractors, rating it 6 or lower.
We have established a new baseline in customer loyalty and satisfaction by embracing Bank-wide NPS, a customer-oriented
measures. NPS accounts for at least 30% of each employee’s performance evaluation. We listen to what customers are saying about their experiences with ADCB and react accordingly to drive meaningful improvements in business performance.
