Our
Strategy
Our Retail strategy remains focused on creating shareholder value by delivering superior customer value across a broad spectrum of products and distribution channels.
Key Performance Indicators
Our Key Performance Indicators help us to measure our progress against each element of our strategy.
Growing market share of retail products
There is plenty of scope to grow market shares in our core products by offering our customers easy to understand, competitively priced and straightforward products. Given our customer base and the strength of our distribution, we believe it is realistic to push over time for market shares to be within a 15%-20% range.
UK market share
Controlled credit risk
Our rate of asset growth and associated impairment experience is determined by the balance between the credit risks we take and the returns we achieve.
Impaired loans as a % of closing advances
Customer service
We will only achieve our ambitious market share targets if we deliver consistently good customer service.
Customer satisfaction 
Source: GFK NOP. Proportion of customers who were ‘delighted’ or ‘completely satisfied’ with service from their bank.
Cost leadership
Our credentials for cost control in Retail are well established. We aim to control costs while at the same time investing in initiatives aimed at generating future revenue growth.
Cost:income ratio
£2,364m
Underlying profit before tax up 4%
