Barclays 2008 Annual Report Download - page 9

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Business review
Strategic KPIs
Accelerate growth of global businesses
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Business review
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Business review
Strategic KPIs
Build the best bank in the UK
Building the best bank in the UK means we are there
for our customers. We have increased our lending to
UK corporate customers even during the current
economic conditions.
Net new lending in Barclays Commercial Bank
The net new lending percentage represents the
increase in our loans and advances to customers
during the year.
2006 2007 2008
58% 57% 56%
2006 2007 2008
+8% +14% +10%
It is a measure management use to assess
the productivity of the business operations.
In February 2008 we targeted improving the
UK Retail Banking cost:income ratio by a further
three percentage points from 57% over the
course of the next three years.
UK Retail Banking cost:income ratio target
Cost:income ratio is defined as operating expenses
compared to total income net of insurance claims.
UK Retail Banking Customer Satisfaction
The Retail Banking Service Monitor tracks
satisfaction amongst Barclays customers.
Approximately 13,000 customers a month
are researched for this study. The Satisfaction
score is measured using the percentage of
customers who state they are ‘Very’ or
‘Completely’ satisfied with Barclays. We also
benchmark our performance in comparison
with competitors using syndicated or directly
commissioned research.
Putting the customer first and improving customer
service is fundamental to our goal of being the UK’s
best bank. Customer satisfaction targets are set at a
strategic business unit level and business area action
plans are developed through the continuous tracking
of customer satisfaction and complaints feedback.
Since June 2008 customer satisfaction and advocacy
have been on an increasing trend as a result of
significant improvements to our service and
innovations in our product offerings.
Barclaycard International – number of customers
The total number of customers split between
UK and non-UK.
Barclaycard is one of Europe’s largest multi-branded
credit card businesses, with a fast growing business
in the United States and South Africa. In 2003 we
targeted growing Barclaycard’s international operations
to the same scale as its UK business over 10 years. This
KPI demonstrates how this target is being achieved.
Investment Banking and Investment
Management Income
The total income from the businesses which
make up Investment Banking and Investment
Management; being Barclays Capital, Barclays
Global Investors and Barclays Wealth.
The Investment Banking and Investment
Management division contains the majority of
our global businesses and income is a key indicator
of growth in this area. Including net credit market
write-downs income in 2008 was £8,399m
(2007: £10,332m). Excluding these write-downs
income in 2008 was £11,593m (2007: £11,185m).
2006 2007 2008
£9,092m £10,332m £8,399m
Definition
Definition
Why it’s important to the business and management
Why it’s important to the business and management
UK
Non-UK
2006 2007 2008
9.8m
6.0m
10.1m
7.7m
11.7m 11.6m
06 07 08
66%
64%
67%
Barclays PLC Annual Report 2008 7