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Balanced Scorecard

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What is the Balanced Scorecard?

The Balanced Scorecard is the final crucial piece of our plan – alongside our purpose, values and behaviours – to embed the right culture in our business and become the bank of choice.

The Balanced Scorecard defines what we need to achieve over the next five years to be well on the way to becoming the bank of choice. It clearly shows what success looks like across the 5Cs:

Customer & Client
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Related section

Purpose and Values

Our common purpose is to help people achieve their ambitions – in the right way. This sits at the core of our business and underpins everything that we do. We believe that only a business driven by strong values can deliver strong, sustainable returns.

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  • Balanced Scorecard Outcome statements

    We balance our stakeholders' needs across the short and long term

    Our activities drive mutually reinforcing outcomes across stakeholders 

    Customer & Client

    We are bank of choice for our customers and clients


    Our colleagues are fully engaged

    We create a diverse and inclusive environment where colleagues can fulfil their potential


    We positively impact the communities in which we operate


    Our products and services are designed and distributed to meet clients' needs

    We act with integrity in everything we do


    We create sustainable returns above the cost of equity

    We understand and effectively manage our risks, and continuously improve control
  • We have agreed eight key measures categorised into the 5Cs against which our stakeholders can hold us to account. We are committed to monitoring and reporting on our progress annually.


      Metric Actual 2014 Actual 2015 Target 2018
    Customer & Client
    Personal and Corporate Banking (PCB), Barclaycard and Africa Banking weighted average ranking of Relationship Net Promoter 4th 4th 1st
    Client Franchise Rank: Weighted average ranking of wallet share or customer satisfaction with priority clients in the Investment Bank 5th 5th Top 3
    Sustained engagement of colleagues score 72% 75% 87-91%
    Percentage of women in senior leadership 22% 23% 26%
    Citizenship Plan - number of initiatives on track or ahead  11/11 10/11 Plan Targets
    Conduct Reputation (YouGov survey) 5.3/10 5.4/10 6.5/10
    Return on Equity (Adjusted) 5.1% 4.9% N/A*
    Fully Loaded CRD IV CET1 ratio (Capital Requirements Directive IV Common Equity Tier 1) 10.3% 11.4% N/A*

    * Please refer to the new financial targets set out in the Chief Executive’s review

    Gender Barclays Board membership includes four women and ten men, and one woman and nine men on the Group Executive Committee. During 2015 we had a maximum of three women on the Group Executive Committee. Under the Companies Act 2006, Barclays are also required to report on the gender breakdown of our employees and ‘senior managers’.

    Of our global workforce of 129,400 (66,100 male, 63,300 female), 796 were senior managers (574 male, 222 female), which include Officers of the Group, certain direct reports of the Chief Executive, heads of major business units, certain senior Managing Directors, and directors on the boards of undertakings of the Group, but exclude individuals who sit as directors on the board of the Company.

    Balanced Scorecard methodology (PDF 50KB)Balanced Scorecard methodology
  • The Balanced Scorecard is cascaded throughout Barclays.

    The Balanced Scorecard sets out eight specific commitments across our 5Cs (Customers & Clients, Colleague, Citizenship, Conduct and Company) against which people can monitor how we are doing. We will report our progress annually.

    The Balanced Scorecard gives clear strategic context for our colleagues around what becoming the bank of choice will look like and lays out Barclays’ priorities. The Balanced Scorecard is cascaded into business unit and function scorecards. Together, these provide line of sight to employees to our organisational goal. They also provide a framework and starting point for all employees when they set their individual performance objectives across the 5Cs. 

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