Company: BCS
Filing Date: 2025-02-13
Form Type: 20-F
Source: 0000312069-25-000114
Chunk: 289

Company: BARCLAYS PLC
Filing Date: 2025-02-13
Form: 20-F
Chunk 289
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 was technical in nature, that the Group&#8217;s capital position had been appropriately and sensibly managed in the interests of shareholders and within the Board&#8217;s target range, and that it was appropriate that this portion of the LTIP should vest in full. Strategy Shareholder information Climate and sustainability report Risk review Financial review Financial statements Barclays PLC 2024 Annual Report on Form 20-F 149Governance Remuneration report (continued)

Assessment of the Strategic non-financial measures for the 2022-2024 LTIP A summary of the Committee&#8217;s assessment against the Strategic non-financial performance measures over the three-year performance period follows. The measures used reflect key strategic priorities of the Group. Measure Criteria Performance commentary Customer & clients Global Markets revenue ranking and share1 Maintain client rankings and market share &#8226; Global Markets revenue ranking was maintained at 6th over the period. Revenue share is also largely unchanged (6.3% for 2024 compared to 6.4% in 2021). Investment Banking fee ranking and share2 &#8226; Investment Banking fee rank was 6th in 2021 and remains at 6th in 2024. Fee share fell from 3.6% in 2021 to 3.3% in 2024. Barclays UK NPS USCB Non-digital Care tNPS3 USCB Digital Composite tNPS4 Improve &#8226; Barclays UK NPS score improved by 6 points over the period, ending at +17. &#8226; USCB has focused on improving the mobile app and other online self-service facilities, as well as better equipping call centre operations to improve customer service. This is reflected in an increase in Transaction Net Promoter Scores for both non-digital (contact centre) and digital servicing. Barclays UK customer complaints Reduce customer complaints and improve resolution time &#8226; Barclays UK customer complaints reduced over the period, driven by our targeted actions to improve the customer experience. &#8226; In 2024, 96% of complaints were resolved within 56 days, up from 94% in 2021. Barclays UK digitally active customers USCB digitally active customers5 Increase digital engagement &#8226; Steady increase in the number of Barclays UK digitally active customers over the period. &#8226; New app features introduced throughout the period. &#8226; The proportion of digitally active customers in USCB decreased as expected following the acquisition of a partnership credit card portfolio