FINANCIAL METRICS KPIs Objective 2020 Actual 2021 Actual 2022 Actual Employee Engagement Index To measure the engagement, productivity and overall well-being of our employees and business performance towards achieving the goals of our LEAP25 strategy. 81% 57% 88% Customer Satisfaction Score To develop better business services in line with the market trends and expectations of customers. 60 49 71 Women in Senior Management To promote positive gender diversity within the company that will impact working cultures and promote social benefits among employees. 4 4 6 Number of SME Customers To determine overall engagements with SMEs’ while creating a wider customer range. 40% 40% 55% Carbon Emissions (tCO2e) To track our operational emissions as a baseline towards reducing our climate impact 8,546.97 7,545.10 8,240.64 Self-service Terminals To analyse transaction data and coordinate nationwide operations more effectively. 946 947 947 Bank Islam Malaysia Berhad 61 Management Discussion and Analysis 01 05 03 07 02 06 09 04 08
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