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Avanza
Avanza Bank Holding |
  SEK |  %   SEK

Customer satisfaction and employee engagement create shareholder value over time

With a business model based on growth, customer satisfaction is our number one ultimate target.

Our recipe for success is a customer focused corporate culture that encourages our employees to create innovative products and offers – that create shareholder value long term. The corporate culture derives its energy from a willingness to change and create a better future for millions of people.

Targets and outcomes

CustomersOutcome 2020Comments
Sweden's most satisfied
savers according to
the Swedish Quality Index (SKI)
Achieved in 2020 for the eleventh consecutive year

Shareholders

Market share of at least 15%
of the total net inflow to the Swedish
savings market 2025, R12 months
19.0%Almost every fifth savings krona ends up on the Avanza platform
Market share of 7% 20255.8%Well on track to achieve the target
Return on equity of 25-30%57%Highlight profitability and effective management of the balance sheet
Dividend of at least 70% of the profit for the year10%The dividend proposal for 2020 is SEK 0.85 (2.30) per share,
in line with theFSA's recommendation due to the Covid-19 pandemic.
The assessment is, there is still room to distribute an additional SEK 2.95 per share, when the FSA repeals its recommendation.

Employees

Employee Net Promoter Score (eNPS)
at least 50, rasied from earlier at least 45
69

Sustainability

Increased share of capital in sustainable investmentsA lot of improvements done during the year to make it easier to save sustainably
Be regarded as the leading
sustainable brand and the natural
choice for sustainable savings
Regarded as the financial company in Sweden with the highest reputation (Kantar Sifo)
Increase share of female new customers to 50%39%Not achieved despite record high number on new female customers
Organisation with parity between women and men47%Measured in Group Management and among employees with personnel responsibility
Become climte positiveThis year’s emissions
amounted to 263 tonnes CO2e and climate offsets of the total emissions are purchased.