Annual Review 2015/16

Customer Satisfaction 2016 2015 2014 2013 2012
Suncorp Bank (%) 88 89 88 84 84
Suncorp Insurance (%) 81 83 81 79 81
AAMI (%) 82 82 83 80 80
GIO (%) 78 83 78 76 75
Apia (%) 89 88 86 87 88
Vero (broker satisfaction) (%) 45 51 47 49 44
Asteron Life (adviser satisfaction) (%) 75 75 75 66 71
Vero New Zealand Score out of 10 8.28 7.83 7.90 7.96 7.75
Employees 2016 2015 2014 2013 2012
Total FTE (full time equivalent) 13,441 13,393 13,738 14,239 14,890
Engagement** Score out of 100 - 77 73 70 63
Enablement** Score out of 100 - 76 72 72 66
Leadership index** Score out of 100 - 84 82 79 72
Women in senior leadership roles (%) 38 37 36 32 33
Return to work from parental leave* (%) 91 82 85 82 78
Employees that identify as having a disability** (%) - 2.1 2.2 - -
Employees aged 55 years or over (%) 10.7 10.3 10 - -
Employee-initiated turnover* (%) 13 12.6 12.2 13.3 16.5
Lost time injury (LTI) frequency rate 1.8 2.0 3.2 2.0 2.7*

Notes*Excludes New Zealand ** To be undertaken first half FY17

Community Investment 2016 2015 2014 2013 2012
Volunteering $000 1,385 842 556 723 703
Gift matching $000 275 228 191 - -
Community grants $000 1,938 1,463 1,147 - -
Total community investment $000 8,866 7,619 7,010 6,794 6,426
Environment* 2016 2015 2014 2013 2012
Scope 1 greenhouse gas emissions CO2-e tonnes 5,306 5,926 6,311 6,584 6,832
Scope 2 greenhouse gas emissions*** CO2-e tonnes 28,378 43,343 47,194 51,151 58,616
Electricity consumption*** KWh per FTE 2,556 4,178 4,348 4,429 4,662
Fuel used in company vehicles litres per FTE 170 214 221 225 222
Air travel Km per FTE 3,497 4,936 4,461 4,821 3,744
Paper used for print and offices tonnes 900 1,503 1,389 1,715 1,775
Proportion of office waste diverted from landfill (%) 60 54 50 49 -

Notes*EXCLUDES NEW ZEALAND ***PART OF THIS REDUCTION IS ATTRIBUTABLE TO A CHANGE IN THE ACCOUNTING METHOD FOR SUNCORP’S ELECTRICITY ASSOCIATED WITH AFTER-HOURS AIR CONDITIONING