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Shareholders and metric

We have agreed eight key measures against which we and our stakeholders can hold us to account. 
We are committed to monitoring and reporting on our progress annually. 

  Metric Actual 2013 Actual 2014 Target 2018

Customer & Client

RBB, Barclaycard and W&IM: Weighted average rankings of Relationship Net Promoter Score©vs. peer sets 4th X 1st
CIB Client Franchise rank: Weighted average ranking of wallet share or customer satisfaction with priority clients 4th X Top 3

Colleagues

Sustained engagement of colleagues score 74% X 87-91%
% women in senior leadership 21% X 26%

Citizenship

Citizenship Plan - initiatives on track or ahead 10/11 X Plan targets

Conduct

Conduct Reputation (YouGov survey) 5.2/10 X 6.5/10

Company

Return on Equity (Adjusted) 4.5% X >Cost of equity
Fully loaded CRD IV CET1 ratio 9.3% X >10.5%

For our Customer and Clients it means

Strong performance in UK Corporate Banking and Wealth and Investment.

Metric Target Actual
Engagement score +12 +11
% Women in leadership 43 55
For our Customer and Clients it means

Fired up team beats blaze in Kenya

Within just three days of a major fire destroying the Barclays branch at Jomo Kenyatta International Airport in Nairobi, Kenya, the local team had set up a temporary branch - in a tent.

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For our Colleagues it means

Strong performance in UK Corporate Banking and Wealth and Investment.

Metric Target Actual
Engagement score +12 +11
% Women in leadership 43 55
For our Colleagues it means

The campaign to challenge cultural silence

The Reach network, which is Barclays Diversity Network for disability, decided that they want to tackle the stigma that surrounds mental health conditions, to challenge the culture of silence about mental health and to change the culture and make it OK to talk about mental health.

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For Citizenship it means

Strong performance in UK Corporate Banking and Wealth and Investment.

Metric Target Actual
Engagement score +12 +11
% Women in leadership 43 55
For Citizenship it means

Helping invest $34 trillion more sustainably

Over 1000 investors, with over $34 trillion in assets, have signed up to the UN Principles of Responsible Investment. These principles aim to encourage investors to invest in a socially-responsible manner.

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For our Conduct it means

Strong performance in UK Corporate Banking and Wealth and Investment.

Metric Target Actual
Engagement score +12 +11
% Women in leadership 43 55
For our Conduct it means

An extra pair of eyes keeps client emails safe

When it comes to protecting our clients’ money and financial information, there’s no such thing as ‘too careful.’ Kenny Wong, from our IPO Commodities team in Asia, knows how important email communication with clients has become.

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For our Company it means

Strong performance in UK Corporate Banking and Wealth and Investment.

Metric Target Actual
Engagement score +12 +11
% Women in leadership 43 55
For our Company it means

Pushpak: so innovative we’re pursuing a global patent

Barclays customers expect digital banking at their fingertips so when we launch a new mobile app, we need to know it will work properly from the start.

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