KASIKORNBANK Financial Overview
K
EXCELLENCE
Segment Performance Highlights
Main Bank Status
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开泰银行 KASIKORNBANK
No. of Customers and Overall Customer Satisfaction
30%
28%
27%
27%
29% SME Business
No. of Customers (mn) *
Overall Customer Satisfaction **
15
85
85
86
86
24%
25%
26% Corporate Business
83
85
100
25%
80
24%
23%
10
20%
17%
60
14%
17% Retail Business
11.1
15%
10.9
40
5
11%
12%
10.0
10%
10%
5%
2008
2009
2010
2011
Main Bank Status = % of customers in the market who
use KBank and its wholly-owned subsidiaries as their
main operating bank and/or main saving and investing
bank and/or main borrowing bank
Average Product Holdings per Customer
Old Definition
New Definition***
2.78
2.81
2.82
2.69
8.0
9.0
6.9
7.5
20
0
0
2007
2008
2009
2010
2011
2012
No. of Customers (mn)
2012
1Q13
Overall Customer Satisfaction
(Overall)
1.69
2.15
2.46
(By Business Division)
2007
2008
2009
2010
2011
2011
(New)
2012
(New)
4.59
4.41
3.12
3.11
3.30
3.54
2.67
2.82
2.86
3.04
2.48
2.17
2.69
2.80
RBS
1.71
1.83
2.10
2.12
2.14
2.56
SME
1.44
CBS
2007
2008
2009
2010
2011
2011
2012
(New)
(New)
*** In 2012, the Average Product Holding calculation is adjusted in all eight customer
segments to align with our better understanding of customer behavior; 2011 numbers were
restated for comparison purposes
* Customers in Retail Business Division (RBS) account for 94%, SME Business Division (SME) 6%,
and Corporate Business Division (CBS) less than 1% of customer portfolio
** Customer Satisfaction Index are calculated using the weighted average of customer satisfaction
index from our eight customer segments
■Customer-centric strategy and new IT capabilities have helped improve
segment performance over the past few years
■Segment benefits:
➤ No. of customers grew 61%, from 6.9mn in 2007 to 11.1mn in 1Q13;
new customers grew 2% YTD from Y2012
➤ Main Bank Status and Market Penetration increased on track with
our customer segment aspirations
➤ Average product holdings per customer increased as a result of
higher cross-selling capability; the overall average product holdings
per customer rose to 2.82 in 2012, from 2.69 in 2011
➤ Overall Customer Satisfaction increased from 83 in 2007 to 85 in
2012; the index for retail customers exceeded the World Finance
Industry Norm
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27
K
EXCELLENCE
Revenue by Eight Customer Segments
March 2013
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开泰银行 KASIKORNBANK
Loan
Portion
Average
Loan Yield (%)
4.5%
Multi-Corporate Business
16.8%
Large Corporate Business
4.6%
17.6%
Medium Business
Non-interest income
*
Middle
Income
28%
22.0%
6.7%
Small & Micro Business
17.2%
9.7%
High Net Worth Individual
4.3%
0.3%
3.2%
Affluent
5.3%
Middle Income
22.3%
6.9%
Mass
9.6%
0.6%
Multi-
Mass Corporate
10% Business
12%
Large
Corporate
Business
8%
Medium
Business
12%
Small &
Affluent
11%
Micro
Business
14%
High Net
Worth
Individual
5%
* Non-interest income excludes capital market business, treasury business and others
Note: Loan portion and loan yield of each customer segment includes loans from the Enterprise Risk Management Division (NPL + Performing Restructured Loans); figures are not
comparable with loan data in other pages
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