How we are doing on service, value and strength
Nationwide is not like most organisations and our key performance indicators (KPIs) are not like those used by most organisations.
We track our performance by focusing on the things that matter most to our members: great service, long-term value and financial strength. Our KPIs and targets for 2019/20 are the same as those for 2018/19. We don’t seek to maximise profits, so profit is not a KPI. Instead, we’ve developed a Financial Performance Framework that helps us strike the right balance between retaining profits to maintain our financial strength, rewarding members now and investing so that we can continue to meet members’ needs in the future. You can find out more about this in our Financial review.
Giving our members the best service possible.
Our lead of 4.8% exceeded our 2019 target1.
We were joint fifth in January 2019, in line with our 2019 target2.
Helping more members achieve their financial goals, giving them better value products and contributing to local communities.
We are on track to achieve our 2022 targets.
We shared £705 million of benefit with our members during 2018/19.
We committed £10.6 million to charitable activities during 2018/19 meaning that we continued to meet our 1% commitment.
Keeping our members’ money safe and secure.
Our UK leverage ratio of 4.9% exceeded our 2019 target.