With a business model based on growth, customer satisfaction is one of our ultimate targets.
Our recipe for success is strong customer focus and a corporate culture that encourages our employees to create innovative products and offers – that create shareholder value long term. We have won SKI's award for "Sweden's most satisfied savings customers" for nine consecutive years.
Customer satisfaction is achieved through engaged employees, which requires a corporate culture that encourages innovative thinking and where we are willing to challenge each other. Avanza’s corporate culture derives its energy from a willingness to change and create a better future for millions of people.
| Customers | 2019 | 2018 | 2017 | 2016 | 2015 |
|---|---|---|---|---|---|
| Sweden's most satisfied savers according to the Swedish Quality Index (SKI) | |||||
| Customer satisfaction according to SKI | 79.1 | 75,4 | 77.2 | 74.4 | 81.3 |
Shareholders | |||||
| Market share of at least 10 per cent of the total net inflow to the Swedish savings market | will be published after 20 February | 11.0% | 11.8% | 10.9% | 9.3% |
| 1 million customers by 2020 | 31 January 2020 | ||||
| Customer growth | 139,300 | 126,500 | 140,000 | 103,000 | 96 400 |
| Costs should not grow at a faster rate than income | |||||
| - Income growth | 13.8% | 8% | 7% | 2% | 33% |
| - Cost growth | 10.6%* | 11% | 20% | 8% | 10% |
| Dividend of at least 70 per cent of the profit for the year | 79%** | 83% | 83% | 79% | 74% |
Employees | |||||
Employee Net Promoter Score (eNPS) at least 45*** | 54 | 44 | 33 | 51 | 46 |
*The cost increase excludes Försäkringsaktiebolaget Avanza Pension’s fine of SEK 35 million in 2018 and write-down of SEK 8.3 million of a leased asset in 2019.
** Proposed dividend
*** Raised target from 2017, previously 40. Source: Quicksearch
