The five strategic goals
Very satisfied customers
The activities and investments envisioned for the next couple of years will be directed at creating unique customer experiences which are perceived by customers as being value creating and simple. The intention is to increase customer satisfaction – as measured using the NPS method – from 42 today to 60.
High work enjoyment
Alm. Brand already has a very high employee satisfaction rate and ranks among the best in the industry. As the target rate is 80, the group aims to maintain its high satisfaction rate, even with the major changes the employees will be facing over the course of the strategy period.
More multiple-service customers
In order to be able to provide the right advisory services and products and cater to all aspects of a customer’s financial needs at any given time, it is essential that customers place their business in more than one of the group’s business areas. The goal is therefore to increase the number of customers doing business with more than one of Alm. Brand’s business areas from 40,000 today to 60,000.
Not only multiple-service customers but all Alm. Brand customers should have an exceptional customer experience. Supported by this vision, the group aims to grow its business revenue by 4%.
Attractive return on equity
Focus on creating good customer experiences and attractive growth over the next couple of years is also intended to translate into a higher return to Alm. Brand’s shareholders. Therefore, the target for the group’s return on equity is raised to 12.5% before tax from previously 10%.