DNB’s vision: Creating value through the art of serving the customer
DNB will create value for customers, owners, employees and
society in general.
DNB’s values: Helpful, professional and show initiative
The values reflect what should characterise DNB. Employees who are
helpful, professional and show initiative will ensure that customers
always have a good experience when they contact DNB.
DNB’s vision and values are about putting the customers in
focus. By having satisfied customers whose needs for financial
services are well met, DNB aims to be the leading bank throughout
Norway and a leading international player within selected
customer segments, products and geographic areas.
An important target for the Group is to achieve even stronger
customer orientation in its operations and improve customer
DNB’s strong position in Norway and the healthy Norwegian
economy give the Group a sound basis for continued growth.
However, uncertainty regarding future economic developments
and new requirements from the authorities call for a high level
of adaptability and will be guiding for DNB’s future strategic
DNB’s ambition is to achieve continued growth parallel to
strengthening its Tier 1 capital ratio. This requires clear priorities.
DNB will give priority to growth within the areas which ensure
the best risk-adjusted return, with special emphasis on noncapital
intensive products and services.
In consequence of the sound Norwegian economy, DNB’s growth
is expected to be stronger in Norway than in its international
operations over the next few years.
IMPROVE CUSTOMER EXPERIENCE
Over time, DNB has succeeded in strengthening its reputation
and improving its customer satisfaction scores. High priority will
be given to ensuring good experiences every time customers are in contact with the bank. It will be particularly important to
further improve customer satisfaction in the personal customer
market and among small corporate customers.
DNB’s customer value propositions:
present and attentive
responsive and clear
Compliance with the value propositions will, along with local
competitive power and in-depth industry knowledge, consolidate
and strengthen DNB’s position among customers.
DNB will continue the process of coordinating, simplifying and
streamlining operations, aiming to improve the Group’s competitiveness
and its ability to deliver good services and products to
its customers. A number of initiatives have been implemented,
including the streamlining of staff and support functions and IT
operations, as well as adjustments to the distribution network in
step with changes in demand and customer behaviour.
DNB will give priority to long-term value creation for its shareholders
and aims to achieve a return on equity, growth and a
market capitalisation which are competitive in relation to its
FINANCIAL AMBITIONS TOWARD 2015
DNB’s long-term financial ambitions are conditional on relatively
positive future developments in the macroeconomy and in the
general framework conditions for the financial services industry.
DNB’s financial ambitions towards 2015 are:
Annual average growth in net interest income above 6 percent
Maximum 2 percent average annual growth in costs including
Return on equity above 12 percent in 2015
Acommon equity Tier 1 capital ratio (Basel III) at 12.0-12.5 percent in 2015
An unchanged long-term dividend policy, with a payout ratio
of approximately 50 percent of annual profits. In order to
strengthen capital adequacy, the dividend payout ratio will be
25-50 percent in 2012-2014.