Aviva 2009 Annual Report Download - page 13

11
Performance review
Aviva plc Key performance indicators continued
Corporate responsibility
Annual Report and Accounts 2009
Performance review
Return on equity shareholders’ funds
The improvement in 2009 to 16.2% ( 2008: 11.0% )
reflects the increase in the post-tax MCEV operating
result and the impact of lower opening equity
shareholder’s funds following falls in asset values
in 2008.
Employee engagement and leadership
Key performance indicators relating to our
employees’ views on Aviva are based on questions
in our annual global ‘Employee Promise’ survey. We
changed our external provider in 2009 and we now
report and set targets in line with their stronger
global financial service (GFS) benchmark norms. To
ensure consistency, we have therefore removed the
historical trend data.
Customer advocacy
24 businesses took part in our 2009 Net Promoter
Score® survey (
2008: 12 ). 16 met or exceeded the
benchmark with 12 in the upper quartile. The ratio
beating benchmark is the same as 2008; however,
more businesses are in the upper quartile rankings.
Relevancy
— Return on equity
shareholders’ funds is
calculated as after-tax
operating return, before
adjusting items, on opening
equity shareholders’ funds,
including life profits on a
market consistent embedded
value (MCEV) basis.
— Employee engagement
represents the degree to
which people believe in Aviva
being a great place to work
and are contributing to help
meet our collective goals and
ambitions.
— The survey results are used
each year to determine and
implement actions with the
aim of achieving continuous
improvement. The climate
survey measures employees’
perceptions of leadership,
verifying alignment with our
strategic direction and
immediate business plans.
— Our aim is to improve both
measures over time and
meet or exceed a global
financial services benchmark.
— Customer advocacy gives us,
in a single, simple measure,
an accurate predictor of
customer retention and
cross-sell opportunity.
Governance
Shareholder information
Financial statements IFRS
Financial statements MCEV
Other information
Return on equity shareholders’ funds %
18.0
0
3.0
12.0
9.0
6.0
15.0
15.0
10.4
11.0
16.2
13.1
05 06 07 08 09
Employee engagement and leadership %
Performance GFS norm
100
90
80 Target: 72
70 Target: 65
60
50
40
30
20
10
0
Engagement Leadership
Performance v market average
–
Net Promoter Score
©
% below market average % at or above market average
% in upper quartile
100
80
60
40
20
0
08 09