OP Corporate Bank plc
OP Cooperative
Stock exchange release
13 October 2016 at 2.00 pm EEST
OP Financial Group supplements its strategic targets with a new customer experience metric
OP Financial Group has supplemented its Group-level strategic targets with a new customer experience (CX) metric based on the Net Promoter Score (NPS) that measures likelihood of customer recommendation.
The new CX metric has two parts, consisting of the NPS target (25) for the brand and the NPS target (70, over time 90) for service. The NPS for the brand gauges the overall customer experience of OP. The NPS for service measures what kind of customer experience OP manages to create in individual service encounters in all channels. The NPS ranges from -100 to +100.
OP Financial Group published its updated strategy and other Group-level strategic goals and targets on 10 June 2016. The Group increased its capital adequacy and profitability targets (CET1 target 22% and economic capital return target 22%) and seeks to achieve a new level in business efficiency by, for example, digitising and automating processes (expenses in 2019 lower than in 2015). Alongside its financial targets, OP increased its target for the number of owner-customers (2.1 million).
For more information:
OP Communications, tel. +358 (0)50 523 9904, viestinta@op.fi
Distribution
Nasdaq Helsinki
LSE London Stock Exchange
SIX Swiss Exchange
Major media
op.fi and pohjola.com
OP Financial Group is Finland's largest financial services group whose mission is to create sustainable prosperity, security and wellbeing for its owner-customers and in its operating region by means of its strong capital base and efficiency. OP Financial Group consists of about 180 member cooperative banks, its central cooperative OP Cooperative, and the latter's subsidiaries and affiliates. The Group has a staff of 12,000 and 1.7 million owner-customers and 4.3 million customers. www.op.fi
OP Corporate Bank and OP Mortgage Bank are responsible for OP's funding in money and capital markets. As laid down in the applicable law, OP Corporate Bank, OP Mortgage Bank and their parent company OP Cooperative and other OP Financial Group member credit institutions are ultimately jointly and severally liable for each other's debts and commitments. OP Corporate Bank acts as OP's central bank.