Profitability, performance and efficiency measures 60, 61, 62 2017 2016 Dividend per (cents) 198 198 Dividend payout 79.4% 80.8% Cash earnings on average assets 0.83% 0.76% Cost to income (CTI) ratio 42.7% 42.7% Net interest margin 1.85% 1.88% Capital 2017 2016 Common Equity Tier 1 10.06% 9.77% Tier 1 ratio 12.41% 12.19% Total capital ratio 14.58% 14.14% quality 60, 61, 62 2017 2016 90+ days past due and gross impaired assets to gross loans and acceptances 0.70% 0.85% Specific provision to gross impaired assets 45.5% 38.3% 2017 2016 Full Time Equivalent Employees (FTE) (spot) 33,422 34,263 2017 Group non-financial performance 2017 Group non-financial performance , 2017 2016 Net Promoter Score (Home Owners) – Australia -23 -20 Net Promoter Score (Investors) – Australia66 -16 -17 Net Promoter Score (Small Business) – Australia66 -16 -16 Net Promoter Score (Medium Business) – Australia66 +3 -8 Net Promoter Score (Priority segments) – Australia66 -13 -15 Number of customer complaints – Australia and New Zealand 225,011 212,366 Number of branches and business banking centres 977 1,017 Number of ATMs 3,491 3,472 % of registered internet banking customers that are active users – Australia 74% 73% Number of microfinance loans written – Australia and New Zealand 27,146 23,023 Value of microfinance loans written ($m) – Australia and New Zealand68 29.3 26.0 Cumulative number of low income Australians assisted with microfinance products/services68 513,941 449,844 Number of customers assisted experiencing financial hardship – Australia 19,652 21,303 NAB Group overall employee engagement score 59 n/a
NPS – Investor NAB defined Investor segment. Australian Population Aged 14+, six month moving average reported as at 30 September. Source: Roy Morgan Research. NPS – Small Business Business (turnover $0.1m-<$5m) is a NAB construct that combines weighted results for the Lower (turnover $0.1m-<$1m) & Higher (turnover $1m-<$5m) Small Business sub-segments, using a 50:50 weighting approach. This metric does not reflect the relative size of these segments as per the ABS business population. NPS – Medium Business Business customers segment with a turnover between $5m and $50m. Social and relationship capital The institutions and the relationships within and between communities, groups of stakeholders and other networks and the ability to share information to enhance individual and collective well-being. Tier 1 capital Tier 1 capital comprises Common Equity Tier 1 (CET1) capital and instruments issued by the Group that meet the criteria for inclusion as Additional Tier 1 capital set out in APS111 – Capital Adequacy: Measurement of Capital. Tier 2 capital Tier 2 capital includes other components of capital that, to varying degrees, fall short of the quality of Tier 1 capital but nonetheless contribute to the overall strength of an ADI and its capacity to absorb losses; as set out in APS111 – Capital Adequacy: Measurement of Capital. Total capital ratio Total capital ratio is the sum of Tier 1 capital and Tier 2 capital, as defined by APRA, divided by risk-weighted assets. Treasury shares Shares in NAB held in the Group’s consolidated investments businesses (up to the Successor Fund Merger on 1 July 2016) and in trust by a controlled entity of the Group to meet the requirements of employee incentive schemes. The unrealised mark-to-market movements arising from changes in the share price, dividend income and realised profit and losses arising from the sale of shares held by the Group’s consolidated investment business are eliminated for statutory reporting purposes. Weighted average number of ordinary shares Calculated in accordance with the requirements of AASB 133 ‘Earnings per share’.