Company: BCS
Filing Date: 2025-02-13
Form Type: 20-F
Source: 0000312069-25-000114
Chunk: 282

Company: BARCLAYS PLC
Filing Date: 2025-02-13
Form: 20-F
Chunk 282
---
.S. Venkatakrishnan Objective Outcomes Continued focus on customer and client outcomes &#8226; A focus on customer and client journeys and experience led to improvements in outcomes across the Group. Within Barclays UK, targeted actions led to a 36% reduction in customer complaints, an improvement in customer satisfaction during phone call interactions, as well as increases in digital and Premier Net Promoter Score (NPS)1. UKCB saw a 6 point improvement in the Overall Client Satisfaction (OSAT) score (an independent benchmarking score measured by Savanta), with 62% of clients surveyed rating us &#8216;Excellent&#8217; or &#8216;Very Good&#8217;. USCB likewise saw higher Transaction Net Promoter Scores for both digital and contact centre agent servicing, averaging +63 and +51. Over 58,000 PBWM customers chose to open a Smart Investor account in 2024. &#8226; Our market share in Investment Banking has improved, and we maintained our #6 Dealogic global fee share ranking (3.3% fee share) &#8211; the highest of any bank domiciled outside the US. Our Research team continues to rank strongly in external advocacy among our institutional investor client base. Drive delivery to a consistently excellent standard &#8226; Continued embedding the Group-wide multi-year Consistently Excellent cultural change programme. We have rolled out Consistently Excellent workshops that have been completed by nearly 60,000 colleagues, and also launched new risk and control-focused training. &#8226; The Group Transformation Office was stood up to support business transformation plans, drive cost efficiencies and monitor progress against capital and return targets. Continue to develop a high- performing culture in line with our Values and Mindset, with a focus on employee engagement, succession planning, talent and diversity &#8226; Colleague engagement remained strong at 85% &#8211; 4 percentage points above our external benchmark2. 93% of colleagues believe that they and their teams do a good job of role modelling the Barclays Values every day. &#8226; In 2024 we refreshed, simplified and enhanced our talent selection experience and introduced a new single Global Talent Framework. We also introduced a new HR platform to deliver these changes at scale to our people. &#8226; Our initiatives help to develop an inclusive, diverse leadership pipeline. At the end of 2024, we had 30% female representation in our Managing Director and Director population (with an ambition to have 33