Business operations definedby good corporate governancepractices | Excellent in CG Level (Measured by CG Award received and CG rating) | Excellent in CG level
| Excellent in CG level measured by external agencies | Received excellent in CG level measured by external agencies | Excellent in CG level (Measured by external agencies) | - “Excellent” level of corporate governance granted by the Corporate Governance Survey project of the Thai Institute of Directors Association
- “Excellent” level of General Meeting of shareholdersgranted by the Annual General Shareholders Meeting Quality Assessment Program, organized by the Thai Investors Association, the Office of the Securities
and Exchange Commission and the Thai Listed Companies Association
| Excellent in CG level (Measured by external agencies) | - “Top 50 ASEAN Publicly Listed Companies” from the 2nd ASEAN Corporate Governance Awards Ceremony under the ASEAN CG Scorecard project from the ASEAN Capital Markets Forum (ACMF)
- “Excellent” level in Corporate Governance Report of Thai Listed Companies by the Thai Institute of Directors (IOD)
- “Excellent” level of General Meeting of Shareholders granted by the Annual General Shareholders Meeting QualityAssessment Program, organized by the Thai Investors Association, the Office of the Securities
and Exchange Commission and the Thai Listed Companies Association
| - Excellent in CG level
(Measured by external agencies)
| - “Excellent” level in Corporate Governance Report of Thai Listed Companies by the Thai Institute of Directors (IOD)
- “Excellent” level of General Meeting of Shareholders granted by the Annual General Shareholders Meeting Quality Assessment Program, organized by the Thai Investors Association, the Office of the Securities
and Exchange Commission and the Thai Listed Companies Association
|
No significant warnings issues / findings on KBank from regulators | No significant warnings issues/findings on KBank from regulators | No significant warning issues / findings on KBank from regulators | No significant warnings issues/findings on KBank from regulators | No significant warning issues / findings on KBank from regulators | No significant warnings issues / findings on KBank from regulators | No significant warnings issues/findings on KBank from regulators | No significant warnings issues/findings on KBank from regulators | No significant warnings issues/findings on KBank from regulators | No significant warnings issues/findings on KBank from regulators |
Adherence to a “CustomerCentricity” philosophy andeffective customer responsiveness
onsiveness | Excellent service (Measured by customer satisfaction score) | - Net Promoter Score (NPS) increased steadily and achieved the highest in the Thai banking industry
| Excellent service measured by 91% branch customer satisfaction | Excellent service measured by 91% of branch customer satisfaction | Excellent service measured by 91% of branch customer satisfaction | 90% Customer satisfaction score* (Top percentile of World all industry 2015-2017)
*Expand criteria for higher service standards | Excellent service measured by 91% of branch customer satisfaction | 90% retail customer satisfaction*
* KBank extended the measurement scope of customer satisfaction to be more thorough, emphasizing swift service quality and staff knowledge in order to upgrade service
quality of the Bank. | - Net Promoter Score (NPS) achieved the highest in the Thai banking industry.
| - Net Promoter Score (NPS) stood at 30 – the highest level in the Thai banking industry.*
*The Net Promoter Score (NPS) results came from the research by The Nielsen Company (Thailand) Co., Ltd. which
collected and analyzed data to prevent bias scores. The customer data collection was carried out in proportion to the population to reflect the market of domestic financial institution customers as efficiently
as possible. The data was collected from sufficient samples to produce credible results based on the statistical principles.
|
Product and service enhancements via value-addedinnovations | No.1 digital banking perception | Digital banking leadership (NPS in mobile banking channel) increased steadily and achieved the highest in the Thai banking industry. | No. 1 digital banking perception | No. 1 digital banking perception | No. 1 digital banking perception | No. 1 digital banking perception | Digital banking top of mind brand perception | Digital banking top of mind brand perception | - Digital banking leadership (NPS in mobile banking channel) achieved the highest in the Thai banking industry.
| - Digital banking leadership (NPS in mobile banking channel) stood at 54, classified in the leader group with the highest NPS score in the Thai banking industry.*
*The collection of customer data
on the Online Survey Platform to measure NPS for mobile banking channel is an appropriate method for customers using smartphones and mobile applications on a regular basis. The company with specific
expertise has been hired to collect the customer data from various applications and use the findings for internal analysis to speed up the reporting and monitoring process.
|
Sharing of financial knowledge with the general public | To provide financial literacy to all segmentations (8 segments) and the underserved group | - Number of SME customers who gained financial knowledge: growth at least 5%
- Satisfaction level of retail customers who gained financial knowledge: 94%
- Satisfaction level of business customers who gained financial knowledge: 85%
| Provide financial literacy by K-Expert with 52,640 persons via trainee and 350,000 visitors via website | Provide financial literacy by K-Expert with 33,881 persons via trainee and 387,426 visitors via website | Number of participants of all segmentations (8 customer segments) and the underserved group 4,800,000 persons | Number of participants of all segmentations (8 customer segments) and the underserved group 6,290,000 persons | Number of retail customers and underprivileged participating in financial literacy sessions: 4.95 million persons | Number of retail customers and underprivileged participating in financial literacy sessions: 2.89 million persons*
*KBank adjusted an operating procedure in line with business transition, emphasizing
the provision of financial planning knowledge and customer centric skill for branch officers and sales staff across the nation. K-Expert team, responsible for proving knowledge to society and customers, and
in-house training, has been assigned to develop potential of representatives and to increase opportunity in achieving the quality of branch services and financial knowledge provision, which have been implemented
in parallel with knowledge provision to society. These resulted in a lower number of customers and those receiving knowledge from the Bank, not in line with the set target. | - Number of SME customers who gained financial knowledge: 10,500 persons.
- Number of retail customers and underprivileged persons who participated in financial knowledge training: 1,755 persons
| - Number of SME customers who gained financial knowledge 15,000 persons.
- Number of retail customers and underprivileged persons who participated in financial knowledge training: 1,512 persons*
*This is due to the set target does not include employees who received financial
knowledge. During the year, K-Expert team was assigned to focus more on providing financial knowledge to branch staff and sales teams to support the change of business. As a result, financial literacy
to customers and society does not meet the target.
|
Efficient risk management
| Monthly Risk Management Monitoring and Identifications reported as required by laws and regulations: measured by CAR; adequate Tier 1 Capital Ratio*, as required under the Basel III, and sufficient to support business
growth
*KASIKORNBANK Financial Conglomerate | Regularly Risk Management Monitoring and Identifications reported as required by laws and regulations: measured by CAR; adequate Tier 1 Capital Ratio*, as required under the Basel III, and sufficient to support
business growth
*KASIKORNBANK FINANCIAL CONGLOMERATE | Tier 1 capital higher than 12% | Tier 1 capital at 15.16% | Adequate Tier 1 Capital Ratio*, as required under the Basel III, and sufficient to support business growth
*KASIKORNBANK FINANCIAL CONGLOMERATE | Tier 1 Capital Ratio* at 15.66% (Minimum regulatory Tier 1 Capital Ratio at 7.25%)
*KASIKORNBANK FINANCIAL CONGLOMERATE | Adequate Tier 1 Capital Ratio*, as required under the Basel III, and sufficient to support business growth
*KASIKORNBANK FINANCIAL CONGLOMERATE | Tier 1 Capital Ratio* at 15.90 (Minimum regulatory Tier 1 Capital Ratio and buffer requirement at 7.875%)
*KASIKORNBANK FINANCIAL CONGLOMERATE | Adequate Tier 1 Capital Ratio*, as required under the Basel III, and sufficient to support business growth
*KASIKORNBANK FINANCIAL CONGLOMERATE | Tier 1 Capital Ratio* at 16.19 (Minimum regulatory Tier 1 Capital Ratio at 9.0%)
*KASIKORNBANK FINANCIAL CONGLOMERATE |
100% of Project Finance requests must be processed through the Environmental, Social and Governance (ESG) assessment procedure | 100% of Project Finance requests must be processed through the Environmental, Social and Governance (ESG) assessment procedure | -
| -
| 100% of Project Finance requests must be processed through the Environmental, Social and Governance (ESG) assessment
procedure | 100% of Project Finance requests were processed through the Environmental, Social and Governance (ESG) assessment procedure | 100% of Project Finance requests must be processed through the Environmental, Social and Governance (ESG) assessment procedure | 100% of Project Finance requests were processed through the Environmental, Social and Governance (ESG) assessment procedure | • 100% of Project Finance requests must be processed through the Environmental, Social and Governance (ESG) assessment procedure | 100% of Project Finance requests must be processed through the Environmental, Social and Governance (ESG) assessment procedure. To ensure that all projects financed by KBank have gone through proper assessments
and mitigations to minimize environmental and social impacts, and complied with relevant standards, laws, and regulations, KBank will closely engaging in dialogue with customers about medium– and long–term ESG
issues in order to review their detailed due diligence, and to request periodic reports from the customers for monitoring environmental or social impacts. KBank may deny or discontinue its financial support
to any projects that fail to demonstrate their competency and comply with proper environmental and social standards, laws, and regulations. |
Customer data securityand privacy | Extensively increase customer data security and privacy awareness to relatively high exposure and relevant stakeholders of KASIKORNBANK including Board of Directors, employees, customers, and counterparties. | Create effective cyber security awareness To increase the number of employees passing criteria for cyber security awareness and bolster cyber security awareness among relevant stakeholders of KASIKORNBANK including
the Board of Directors, employees, customers, and counterparties. | -
| -
| Extensively increase customer data security and privacy awareness among relatively high-exposure and relevant stakeholders of KASIKORNBANK including the Board of Directors, employees, customers, and counterparties. | Extensively increase customer data security and privacy awareness among relatively high-exposure and relevant stakeholders of KASIKORNBANK including the Board of Directors, employees, customers, and counterparties. | Extensively increase customer data security and privacy awareness among relatively high-exposure and relevant stakeholders of KASIKORNBANK including the Board of Directors, employees, customers, and counterparties. | Extensively increase customer data security and privacy awareness among relatively high-exposure and relevant stakeholders of KASIKORNBANK including the Board of Directors, employees, customers, and counterparties.
| Extensively increase customer data security and privacy awareness among relatively high-exposure and relevant stakeholders of KASIKORNBANK including the Board of Directors, employees, customers, and counterparties. | Extensively increase customer data security and privacy awareness among relatively high-exposure and relevant stakeholders of KASIKORNBANK including the Board of Directors, employees, customers, and counterparties. |