BOQ 2017 non-financial performance table 

Virgin Money Australia (VMA)
BOQ Specialist (BOQ S)
BOQ Finance (BOQ F)
St Andrews Insurance

Our customers – Bank only 

2017  

2016 

2015 

Total customers (‘000)

Bank1 – 589
VMA – 259
BOQ S – 31
BOQ F – 90
St Andrews –  173

Bank – 624
VMA – 237
BOQ S – 28
BOQ F – 73
St Andrews – 188

Bank – 662
VMA – 218
BOQ S – 24
BOQ F – 68
St Andrews – 200

Number of customers actively using internet banking

211,100

214,800

214,400

Number of customers actively using mobile banking

153,800

142,500

120,700

Product application submissions received via website (year-on-year change)

15.88%

13.89%

-3.36%

Total fans / followers across social media channels

92,000

N/A

N/A

Number of branches

190

211

234

Number of ATMs

628 BOQ
2,948 Redi

548 BOQ
2,432 Redi

588 BOQ
2,455 Redi

Net Promoter Score2 

12

19

24

Customer complaints (year-on-year % change) 3 

-10%

-6%

+7%

Percentage of complaints resolved within 5 days3 

89%

72%

62%

Customer complaints referred to external dispute resolution (year-on-year % change)3 

-23%

-4%

-5%

Number of hardship applications approved4 

2,765

2,947

2,377

1 – different methodology used to calculate Bank customers each year as we refine approach to more accurately account for active customers 
2 – from a sample of customers, proportion of customers that are promoters minus proportion of customers who are detractors – based on XPRT research provided by RFi Research
3 – Group excluding St Andrews
4 – Bank and BOQ Finance  

Our people – BOQ Group 

2017  

2016 

2015 

Employee numbers

2,374

2,252

2,234

Franchise network employees

855

987

1,120

Percentage of workforce full time 5 

77%

76%

75%

Percentage of workforce part time

12%

13%

13%

Percentage of workforce casual

5%

5%

6%

Percentage of women in the workforce

61%

61%

60%

Percentage of women in leadership levels

39%

33%

28%

Percentage of women on Board

30%

33%

33%

Percentage of Aboriginal and Torres Strait Islander people 6 

1%

-

-

Percentage of employees identifying as having a disability 6 

3%

-

-

Percentage of employees over 55

10%

11%

11%

Employee engagement

60%7 

61%

67%

Average tenure (years)

4.66 years

4.06 years

3.93 years

Average days absenteeism per employee per year (excludes OMBs)

4.7 days

5.3 days

4.4 days

Voluntary turnover (excludes OMBs, contractors)

16.8%

18.4%

19%

Average training hours per person

63 hours

52 hours

42 hours

WH&S incidents reported within 24 hours and investigated within 48 hours

86% / 90%

85% / 70%

86% / 72%

Whistleblowing reports

8

2

2

Number of workforce signed up to Banking Oath

209

71

N/A

5 – employees not counted as full-time, part-time or casual are contractors
6 – data captured for first time in 2017
7 – changed methodology to align with best practice measures for engagement 

Our communities – Bank only  

2017  

2016 

2015 

Total community investment

$577,000

$709,000

$608,000

Money raised in support of children’s health

$355,000

$356,000

$271,000

Money donated in support of education

$130,000

$230,000

$230,000

Money donated in support of the arts

$30,000

n/a

n/a

Money donated through Workplace Giving program

$13,000

$13,000

$2,000

Dollar matching

$48,000

$50,000

$45,000

 

Our environment – Group  

2017 

2016 

2015 

Electricity consumption (t(C02-e))

4,891

5,278

5,910

Fuel consumption for work vehicles (kL) 8 

124

129

132

Air travel (‘000 kms)

14,008

14,358

11,814

Paper usage (reams) 9 

45,946

53,270

56,556

Shred X waste (tonnes)
all diverted from landfill

169

169

212

8 – excludes BOQ Specialist and Virgin Money
9 – excludes BOQ Specialist