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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 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.

Long-term targets

Customers20192018201720162015
Sweden's most satisfied savers according to the Swedish Quality Index (SKI)
Customer satisfaction according to SKI79.175,477.274.481.3

Shareholders

Market share of at least 10 per cent of the total net inflow to the Swedish savings marketwill be published
after 20 February
11.0%11.8%10.9%9.3%
1 million customers by 2020
31 January 2020
Customer growth139,300126,500140,000103,00096 400
Costs should not grow at a faster rate than income    
- Income growth13.8%8%7%2%33%
- Cost growth10.6%*11%20%8%10%
Dividend of at least 70 per cent of the profit for the year79%**83%83%79%74%

Employees

Employee Net Promoter Score (eNPS) at least 45***
5444335146

*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