Barclays 2013 Annual Report Download - page 245

Barclays Balanced Scorecard
The Balanced Scorecard defines what Barclays need to achieve over the next five years to be well on the way
to becoming the ‘Go-To’ bank. The Balanced Scorecard sets out 8 specific commitments against the 5Cs
(Customer & Client, Colleague, Citizenship, Conduct, and Company), which will form part of the KPIs going
forward. See the Strategic Report for further details and an overview of the Balanced Scorecard.
For further information on Balance Scorecard Methodology and Data Sources please visit barclays.com/balancedscorecard
and see the ‘Metrics and targets’ page.
Customer & Client KPIs
Performance metric Definition Why it is important to the business and management
Retail and Business Banking, Barclaycard
and Wealth and Investment Management:
Weighted average ranking of Relationship
Net Promoter Score® vs. peer sets
Relationship Net Promoter Score® versus peer
sets is an income weighted ranking using
rankings for Barclays UK Retail Banking,
Barclaycard UK Credit Cards, Barclaycard US
Credit Cards and ABSA Retail Banking. Wealth
and Investment Management will be added in
future reporting.
Relationship Net Promoter Score® is a
measure of customer advocacy, and
demonstrates progress in becoming ‘Go-To’
for customers and clients across Retail and
Business Banking, Barclaycard and Wealth and
Investment Management.
2013 – 4th
2018 Target – 1st
Corporate and Investment Bank (CIB) Client
Franchise Rank: Weighted average ranking
of wallet share or customer satisfaction with
priority clients
CIB Client Franchise Metric is an income
weighted ranking comprised of metrics
representing the wallet share with Barclays’
priority clients across four major product lines
in the Investment Bank and client satisfaction
of Corporate Banking priority clients.
CIB Client Franchise Metric demonstrates
progress in becoming ‘Go-To’ across Barclays’
major businesses in Corporate Banking and
the Investment Bank.
2013 – 4th
2018 Target – Top 3
Colleague KPIs
Performance metric Definition Why it is important to the business and management
Sustained engagement of colleagues score The score is based on a survey of colleagues
across the Barclays Group.
Demonstrates progress on colleague
engagement. Strong levels of sustainable
colleague engagement will be key in driving
successful delivery of Barclays’ strategy for
all stakeholders.
2013 – 74%
2018 Target – 87-91%
Percentage of women in senior leadership Percentage of women in senior leadership is
defined as the number of female Directors and
Managing Directors as a percentage of the
entire Director and Managing Director
population.
Demonstrates progress on the delivery of an
improved gender mix across Barclays’ senior
leadership, a key part of Barclays’ diversity
strategy. Diversity and inclusion is important
to Barclays as only through access to the most
diverse pool of talent will Barclays recruit and
retain the most talented individuals to serve all
stakeholders.
2013 – 21%
2018 Target – 26%
barclays.com/annualreport Barclays PLC Annual Report 2013 243
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