Through a range of performance indicators, we rigorously measure our progress against our strategy.
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 shareholder returns.
Calculated as the profit attributable to equity shareholders as a percentage of average shareholders’ equity.
To increase ROAE, we focus on growing our business where risk-adjusted returns are maximised and capital is efficiently deployed.
Calculated as profit attributed to equity shareholders, divided by the weighted average of the shares in issue during the year.
Calculated by dividing operating expenses by operating income. We are re-engineering our operational processes and increasing automation in order to do more with less. We are becoming more efficient, which provides greater scope to invest in our businesses.
NPS is based on the likelihood that customers will recommend ADCB to family or a friend.
NPS is calculated as the percentage of customers who are promoters, rating ADCB a 9 or 10 on a 0 to 10 point scale, minus the percentage who are detractors, rating it 6 or lower.
According to leading consultants, an increase of five points year on year is widely regarded as a significant achievement.
ADCB’s ambition of creating the most valuable and resilient bank in the UAE requires sustained commitment to providing superior customer experience which leads to loyal customers. At ADCB, we measure customer loyalty through Net Promoter Score (NPS) across all channels and transactions.
At ADCB, we listen to our customers, learn from their experience, and act on customer feedback. Insights generated from customer feedback are discussed at the Customer Experience forum chaired by our CEO. Transformation projects are commissioned to improve the processes through reengineering/automation/ digitisation customer journeys to enhance the overall customer experience.
Improving customer experience at ADCB has a positive impact on the business. The results have been very positive year on year and are trending positively across all dimensions of our service ambition.
Strategic NPS is conducted annually among the existing ADCB customers across key segments to measure their experience with overall relationship with ADCB.
| Strategic NPS | Variation in NPS Points from 2015 |
|---|---|
| Corporate | +40 |
| Retail | +17 |
| Treasury | +12 |
According to leading consultants, an increase of five points year on year is widely regarded as a significant achievement.
