Qualitative: The following metrics are used in the rating process:

• Credible measure of Customer Focus
• Organisational Culture
• Leadership Experience (CEO experience)
• Digital vision and Strategy (Transformation)
• Board Diversity
• Customer Satisfaction/Focus
• Financial Inclusion mandate
• Digital dependability
• Technological expertise at executive board level
• Strategic Planning (Actions)
• Fulfilment of Brand promise
• Excessive Profit changes/One-offs
• Strategic Clarity
• Climate Change Policy

Quantitative: the following metrics are used in the rating process:

• Loans to Deposits ratio
• Retail loans as a proportion of Total loans
• Cash as a proportion of Total assets
• Confirmed Regulatory breaches/Fines
• Return on Assets
• Equity as a proportion of Total assets
• Investment in Employee development/Investment in Staff