• Home
  • Introduction
    • OUR APPROACH TO INTEGRATED THINKING
    • ABOUT OUR INTEGRATED REPORT
    • OUR REPORTING SUITE
    • WHO WE ARE
    • ADDITIONAL INFORMATION
  • Leadership
    • CHAIRMAN’S STATEMENT
    • GROUP CHIEF EXECUTIVE’S REVIEW
  • Value creation
    • OUR OPERATING CONTEXT
    • OUR MATERIAL ISSUES
    • OUR STRATEGY
    • OUR EXECUTION MODEL
    • OUR STRATEGIC PROGRESS
    • OUR VALUE PROPOSITION
  • Our strategy
    • CLIENT FOCUS
    • EMPLOYEE ENGAGEMENT
    • RISK AND CONDUCT
    • FINANCIAL OUTCOME
    • SEE IMPACT
  • Accountability
    • GOVERNANCE OVERVIEW
    • REMUNERATION OVERVIEW
  • Downloads
  • Client focus

    Client focus

    Our clients are at the centre of everything we do. We strive to meet their individual needs by seamlessly delivering relevant and complete solutions using their preferred channel.

    MEASURING OUR STRATEGIC PROGRESS

    What success looks like

    We understand our clients and provide them with solutions to support their goals.
    We serve our clients quickly, efficiently, reliably and respectfully.
    We earn and keep our clients’ trust.

    How we measure our progress

    To understand how satisfied our clients are with our service and to improve on areas of specific concern, internally facilitated client surveys, appropriate for each business line, are conducted throughout the year.

    HOW WE PERFORMED

    Net promoter score (NPS) for PBB and Wealth
    NPS indicates the likelihood of a client recommending Standard Bank to their friends, family and others as a provider of products and services. It is calculated by subtracting detractors from promoters. This value can range from -100 (if every client is a detractor) to +100 (if every client is a promoter). Any score above zero means there are more promoters than detractors.

    Client satisfaction index (CSI) for CIB
    CSI is a measure of the extent to which our clients are satisfied with the service CIB provides. This is calculated using a ten-point rating scale.


    PBB NPS

    67%

    SOUTH AFRICA – CHANNEL
    2018: 70 | 2017: 66 | 2016: 53 | 2015: 58

    PBB NPS

    25%

    AFRICA REGIONS
    2018: 25 | 2017: 16 | 2016: 15 | 2015: 30

    WEALTH NPS

    70%

    OVERALL
    2018: 68 | 2017: 70 | 2016: 61

    CIB CSI

    8.1

    OVERALL
    2018: 8.0 | 2017: 7.8 | 2016: 7.8 | 2015: 7.6

    2019 KEY PRIORITIES

    • Interact with our clients to deepen our understanding of their evolving needs and preferred ways of accessing our services, so we can deliver exceptional experiences.
    • Offer clients access to relevant products across channels of their choice, taking into consideration the substantial adoption by many of our clients of digital platforms and channels.
    • Improve the quality of our digital offerings by improving the stability of our platforms, increasing adoption.
    • Leverage data and analytics to proactively deliver personalised offerings to our clients.
    • Extend our direct offering capability into small businesses and middle market clients within South Africa.
    • Mature our value chain (ecosystem) approach across all markets.
    • Continue to review our distribution capabilities given the growing preference for digital transactional services, while also responding to client demand for digital services that extend beyond purely transactional services.
    • Continue to offer redesigned physical channels to serve the needs of clients who prefer this means of access.

    TRADE OFFS

    • ‘Always on and always secure’ services require greater investment in infrastructure, which leads to higher running costs.
    • Innovative and secure digital development is critical to respond to changing client needs and demand for instant fulfilment, leading to reduced branch visits, reduction in traditional revenue streams and active prioritisation of IT spend.
    • The fundamental review and development of new capabilities and skillsets, to deepen our understanding of our clients and serve their needs better, temporarily impacts the working environment and productivity of our people, and may affect client experience as the required changes are made.
    • Introducing innovative products in response to client demand and competitor activity leads to improved client retention, albeit at the cost of traditionally higher yielding revenue streams.
    • Branch reconfigurations and branch closures resulting from changing client behaviour, require headcount reductions that impact on staff morale, and temporarily escalate costs to accommodate a strategically aligned and more cost-effective outcome for the longer term.

    RECOGNITION FOR OUR ACHIEVEMENTS

    We received a number of industry awards in recognition of our client-centric approach.

    PBB
    Global Finance Magazine 2019
    • Safest Bank in Africa
    • Best Bank in Africa
    • Best Bank in Botswana, South Africa and Uganda
    The Banker Tech Awards
    • Best Payments Innovation – VirtualCard
    EMEA Finance African Banking Awards
    • Most Innovative Bank in Africa
    • Best Bank in Botswana, Uganda and Zambia
    • Best Foreign Bank in Ghana
    • Best Local Bank in South Africa
    Ombudsman for Banking Services Awards
    • Overall Winner – Innovation in Dispute Resolution
    The Banker
    • Bank of the Year in Angola, Lesotho, South Africa, Zambia and Zimbabwe
    CIB
    Global Finance Magazine 2019
    • Best Investment Bank in Africa, Angola and South Africa
    • Best Trade Finance Provider in Angola, Kenya and South Africa
    • Best FX Provider in Africa, Kenya, Nigeria and Uganda
    Euromoney Awards for Excellence 2019
    • Africa’s Best Investment Bank
    • Best Investment Bank in Angola, Malawi, South Africa and Zambia
    EMEA Finance African Banking Awards 2019
    • Best Investment Bank in Angola, Kenya, Mozambique, Namibia and Uganda
    • Best Local Investment Bank in Ghana
    • Best Foreign Investment Bank in Ghana and Nigeria
    • Best Bond House in Ghana
    • Best Debt House in Nigeria
    • Best Equity House in Nigeria
    • Best Loan House in Nigeria
    EMEA Finance Best Treasury Service 2019
    • Best Cash Management Services – Africa
    • Best FX Services – Africa
    • Best Trade Finance Services – Africa
    The Banker Investment Banking Awards 2019
    • Most Innovative Investment Bank for Equity Raising
    The Banker Transaction Banking Awards 2019
    • Best Transaction Bank in Africa
    Wealth
    Morningstar Awards 2019
    • Melville Douglas awarded Best Global Equity Fund in South Africa
    Euromoney Awards for Excellence 2019
    • Africa’s Best Bank for Wealth Management
    International Investment Awards 2019
    • Excellence in International Private Banking
    Private Banker International
    • Outstanding Global Private Bank – Africa
    • Best Next Generation Offering
    The Banker Global Private Banking Awards 2019
    • Best Private Bank in Kenya and Nigeria
    • Best Private Bank for Customer Service in Africa
    Global Wealth & Society Awards 2019
    • Best Private Bank in Wealth and Society – Nigeria
    • Best Asset/Fund Management Company in Wealth and Society – Nigeria
    Isle of Man Newspaper Awards for Excellence
    • Company of the year
    Global Finance Magazine 2019
    • Best Private Bank in Africa

    OUR BUSINESS LINES DELIVER ON THE GROUP STRATEGY ACCORDING TO OUR THREE KEY FOCUS AREAS OF CLIENT CENTRICITY, DIGITISATION AND INTEGRATION.

    PBB strategy

    We are transforming our capabilities in banking and other financial services to ensure a singular focus on our clients: to deeply understand their needs and gain and keep their trust by partnering with them to fulfil their individual and business aspirations.

    We enable clients to take control of all their financial needs, including transacting, saving, borrowing or planning by using our products, either through face-to-face interaction or digitally enabled, according to their preference.

    Our fit-for-purpose presence in 15 countries across Africa, combined with our committed people and digital platforms, support the banking and other financial services needs of our large, diverse client base of individuals and SMEs in South Africa, Africa Regions and the Channel Islands.

    Our purpose:

    Changing lives and fulfilling aspirations across Africa.

    Our vision:

    To radically redefine client experiences by understanding and delivering what matters most to clients.

    Read more about our progress here.

    CIB strategy

    We serve the banking, finance, trading, transactional, investment and advisory needs of a wide range of multinational companies, local and regional businesses, financial institutions, governments and parastatals.

    We combine our market knowledge and stakeholder relationships, gained through our on-the-ground presence in 20 sub-Saharan countries, with a deep understanding of our clients’ businesses and sectors to serve their growth strategies. Our footprint, networks and sector diversity enable us to respond appropriately to changes in our operating context by allocating resources to opportunities that drive revenue growth, within the parameters of carefully considered risk-taking. This allows us to support the financial wellbeing of the businesses and institutions that drive real economic activity within and across Africa.

    Our purpose:

    We dream of Africa realising her potential.

    Our vision:

    We aspire to be the leading corporate and investment banking business in, for and across Africa, with a focus on sectors driving Africa’s growth.

    Read more about our progress here.

    Wealth strategy

    Wealth continues to transform the group’s capabilities in insurance, investments and advisory capabilities into a value proposition that enhances our service offerings to our clients and drives additional share in our target markets.

    We are trusted advisors to high net worth, retail, business and commercial, and corporate clients, leveraging the group’s footprint in 15 sub-Saharan African countries, and with an international service offering facilitated through our offices in London, Jersey, Isle of Man and Mauritius.

    We are well-entrenched in our markets, and are a leader in Africa, while our generational wealth offering is globally recognised. Our markets outside South Africa now exceed 50% of our headline earnings, and we are scaling and further diversifying our operations to capitalise on significant growth opportunities across our African footprint.

    Our strategy, purpose and story have been further refined with clear focus and accountabilities, and are clustered within the framework of ‘Advise, Insure, Invest’.

    Our purpose:

    Champion of Aspirations.

    Read more about our progress here.