In the process of implementing the Strategy, the Bank’s Management Board monitors a number of performance indicators which have been acknowledged as being key (KPI). A list of non-financial KPIs is presented below, broken down into areas (customer, innovation and employment).
Key non-financial performance indicators monitored in 2017 in the process of implementing the PKO Bank Polski SA Strategy
| KPIs | Definition |
|---|---|
| Customer area | |
| Churn | The ratio of the number of lost active customers to the number of active customers at the start of the period. |
| Individual customer churn | The ratio of the number of lost active individual customers to the number of active individual customers at the start of the period |
| SME churn | The ratio of the number of lost active SME customers to the number of active SME customers at the start of the period |
| Corporate customer churn | The ratio of the number of lost active customers from the corporate segment to the number of active customers from the corporate segment at the start of the period |
| Corporate customer NPS | The indicator of the willingness of corporate customers to recommend the Bank |
| Response rate | The percentage of customers who replied to the questionnaire |
| Innovation area | |
| Activity in digital channels | Percentage of active users in digital channels among customers from the corporate segment |
| Share of active individual digital customers | Percentage of customers who logged in to remote channels within a specified time |
| Sales in remote channels | Share of sales in remote channels |
| Electronization of products | Range of CMGT products (cash management products) not supported comprehensively in electronic channels |
| Increase in the transaction rate of iPKO business | Share of the number of transfers made by corporate customers through iPKO business in the total number of transfers made electronically |
| The number of innovations implemented | Number of innovative solutions implemented for use by business projects |
| Number of self-service cash desks | Number of self-service cash desks at the Bank’s branches |
| Employment area | |
| Employment in the branch network | Number of employees in the branches |
| Level of commitment of the employees | Level of commitment on a scale of 0–100 points |
| Fluctuation rate | Percentage of workers who left the company during the given year (all types of initiatives for leaving) |
| Employee resignations | Fluctuation rate reflecting employee resignations, excluding retirement |
| Average time for recruiting an employee | Time measured from the moment of the employer’s formal requirement of the employee to the moment of acceptance of the proposed terms of employment |
| Sick leave index | Percentage of working days in which employees were on sick leave |
| Area of environmental protection | |
| Optimizing of printing costs | Scale of the decline in the cost of printouts during the analysed period |
| Number of paper documents | Number of paper documents in optimized processes |