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Performance measures

We analyse a broad range of financial and non-financial measures to make sure our strategy is working. Ultimately, the experience of our stakeholders is the key indicator as to whether we are succeeding.

Enabling us to adapt and deliver

We use a number of sources to assess our performance and provide a balanced review of performance during the year.

Financial targets and strategic non-financial performance measures are also linked to the way we pay our colleagues, including at executive management level. This approach means we are better able to deliver positive and sustainable results for our stakeholders, while at the same time maintaining flexibility for our businesses to adapt in a fast-moving world.

We consider a range of metrics across all stakeholder groups and continuously assess whether new measures should be added or removed from our dashboards. For example, in recent years digital engagement and related customer satisfaction scores have become increasingly important.

Our key stakeholder groups

Our customers and clients

We aim to build trust by offering innovative products and services, with an excellent customer and client experience, such that customers and clients are happy to recommend us to others.

Our colleagues

We promote and maintain a diverse and inclusive workforce in which colleagues of all backgrounds are treated equally and supported to achieve their potential within a positive, values-based culture.

Society

We manage the environmental and societal impact of our business, making decisions that provide all our stakeholders with access to a prosperous and sustainable future.

Investors

Our ambition is to generate attractive and sustainable returns through the economic cycle. We measure our progress through our Group financial targets.

Notes
a ®Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks
of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
b Coalition Greenwich, Preliminary FY20 Competitor Analysis. Market share represents Barclays share of the Global Industry Revenue Pool. Analysis
is based on Barclays internal business structure and internal revenues.
c Dealogic for the period covering 1 January 2017 to 31 December 2020.
d Excluding litigation and conduct.
e 2018 excludes litigation and conduct and a Guaranteed Minimum Pensions (GMP) charge of £140m.

More information

Full details of our Performance Measures can be found in our latest Annual Report.