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Performance measures

Measuring success for all stakeholders

We strive to manage the environmental and societal impact of our business, helping stakeholders access a prosperous and sustainable future.

We aim to build trust by offering innovative products and services, with an excellent customer and client experience, increasing advocacy.

We analyse a broad range of financial and nonfinancial measures to support the execution of our strategy.

We use a number of sources to assess the success of our strategy and provide a balanced review of our performance during the year, taking into consideration financial and non-financial metrics across all stakeholder groups.

A number of these performance measures are also linked to the way we pay our colleagues, including at executive management level. For more information, please see the Directors’ Remuneration Report in Part 3 of the Annual Report.

In order to reflect our strategic priorities, we have further refined the performance metrics we use, most notably with respect to our societal stakeholders.

Key performance indicators

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.

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 Excluding new Gap customers.
c Global Markets market share for Barclays is based on our share of Top 10 banks reported revenues. Peer banks include BoA, BNP, CITI, CS, DB, GS, JPM, MS and UBS.
d Dealogic for the period covering 1 January 2020 to 31 December 2022

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.

Notes

a As part of our efforts to improve our measurement frameworks, we have transitioned to a new three question engagement model. This was after collecting four years of concurrent data and running analysis to affirm the new model’s validity. Historic figures have been updated to reflect results from the new three question model.
b KPI adjusted in line with new engagement model. The previous KPI “I would recommend Barclays as a good place to work” would have been 86% (2021:83%).
Δ 2022 data subject to independent Limited Assurance under ISAE(UK)3000 and ISAE3410. Current and previous limited assurance scope and opinions can be found within the ESG Resource Hub 

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.

Number of people placed into work following training provided by Barclays LifeSkills partner organisations.

Notes:

Δ 2022 data subject to independent Limited Assurance under ISAE(UK)3000 and ISAE3410. Current and previous limited assurance scope and opinions can be found within the ESG Resource Hub.
 

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 2021 financial and capital metrics have been restated to reflect the impact of the Over-issuance of Securities. See Impact of the Overissuance of Securities on page 356 and Restatement of financial statements (Note 1a) on page 428 for further details.
b Litigation and conduct in 2022: £1,597m, which includes £966m related to the Over-issuance of Securities, 2021: £397m and 2020: £153m

More information

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

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