N o v e m b e r A p r i l METRO N = 488 METRO N = 832 REGIONAL N = 192 REGIONAL N = 538. People years HIT and Triple M Database

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3 A p r i l People years HIT and Triple M Database METRO N = 832 REGIONAL N = 538 Weighted count N o v e m b e r People years HIT and Triple M Database METRO N = 488 REGIONAL N = 192 Weighted count First survey in-field: 21 st April 28 th April 2018 Second survey in-field: 16 th 29 th November 2018 The research objective was to gauge the level of trust and positivity towards financial sector, with a particular focus on the banking industry, in light of the current Royal Commission into the financial services industry. This report explores the level of trust in the finance industry, with a particular focus on the outcomes of the Royal Commission across both our metro and regional audiences. Results are based on the November survey, with comparison to the April study where possible, to determine shifts in sentiment and behaviour over the eight month period.

4 TRUSTED BRANDS: For financial brands, it is the personal connection and one-on-one experience which boosts brand trust as opposed to the broader finance sector groupings which score lower for trust. Thinking of any brand, unprompted, it is banks which dominate the list of most distrusted brands, particularly amongst Metro Australia. SENTIMENT TOWARDS FINANCE INDUSTRY: Regional Australia are more optimistic than Metro Australia when it comes to trusting the finance sector and are holding slightly more hope for positive outcomes to arise post Royal Commission and this is despite them experiencing more negative interactions with their providers. LOOKING FOR IN A BANK: Compared with seven months ago, TRUST has become incredibly more important (now the third most important attribute), superseding the two factors of easy internet banking and low interest rates on loans/credit cards for what respondents are looking for when choosing a bank. BANK WOULD OPEN AN ACCOUNT WITH: A bank that s NOT a big four and member owned banks (credit union/building society) top the list of the types of banking institutions respondents would consider opening an account with. Our Regional audience are more likely than Metro to be currently banking with a non big four/member owned bank however it appears Metro are willing to switch allegiances and follow Regional s lead with many saying they d consider a non big four. ROYAL COMMISSION CONSUMER ACTION: Losing trust for banks, insurers and super funds is the number one action respondents are reporting they are doing as a direct result of hearing about the Royal Commission. Considering switching providers as a result, is most apparent for banks, whilst Vs seven months ago, there is now less talk to family/friends and increased action around already switching and intention to switch. CONFIDENCE IN SECTORS TO IMPROVE: Overall respondents are slightly confident that the various finance sectors will follow through with the Royal Commission recommendations. The areas holding the most confidence are the member owned credit unions, building societies and super funds whilst the least confidence is held around the big four banks, insurers and financial advisors. Regional Australia are more likely to be more confident than Metro Australia.

5 The Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry was established on 14 December 2017 by the Governor-General of the Commonwealth of Australia, His Excellency General the Honourable Sir Peter Cosgrove AK MC (Retd) The Commission is required to conduct an inquiry. It cannot resolve individual disputes or fix or award compensation or make orders requiring a party to a dispute to take or not take any action Government regulators, industry bodies and individual organisations will in turn draw up legislation and reform as a result of the Commission s observations and recommendations The public made submissions of their personal example of misconduct experienced with the finance industry, with a total of 10,140 submitted The Commissioner submitted an interim report on 28 September 2018 and the final report is due by 1 February The Productivity Commission, ACCC, APRA, ASIC are all conducting their own investigations into the finance sector

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7 Thinking broadly about trusted brands, respondents throughout Australia nominated Apple more so than any other brand. In Regional Australia, Samsung and Toyota are key challengers to Apple in dominating this core value. NAB was the only bank to make it into Regional s top five most trusted brands (next was ANZ equal seventh with Cadbury), whilst CBA came the closest in the Metro group, ranked equal ninth place with Adidas and Woolworths (see Appendix for full list). Q: Thinking broadly, what are three brands that you TRUST?. Unprompted. BASE: All people. The edm survey invite indicated this survey was about finance, however this question was at the start prior to any finance related questions. METRO REGIONAL 1 APPLE 2 SAMSUNG 6% 3 NIKE 6% 4 TOYOTA 5 CADBURY NAB more trusted than Bonds and Kmart (6 th position)! 1 APPLE 2 SAMSUNG 9% 3 TOYOTA 9% 4 NAB 7% 5 COLES 6% BONDS 6% Source: SCA Royal Commission Study I November 2018 I Q: Thinking broadly, what are three brands that you TRUST? Unprompted. People years Metro N=488 Regional N=192.

8 There appears to be greater consensus amongst consumer around which brands they distrust, with more people saying the same brands were in their list of top three for distrust, especially in Metro Australia. Commonwealth Bank was mentioned more than any other brand, for both regions, but particularly for Metro. A general banks was third most rated brand for distrust for Metro, and in fifth place for Regional (see Appendix for full list). Q: And, what three brands do you DISTRUST? Unprompted. BASE: All people. METRO REGIONAL 1 COMM BANK 17% 2 TELSTRA 9% 3 BANKS 9% 4 ANZ 7% 5 APPLE 7% 1 COMM BANK 14% 2 TELSTRA 3 ANZ 8% 4 WOOLWORTHS 6% 5 BANKS Source: SCA Royal Commission Study I November 2018 I Q: TAnd, what three brands do you DISTRUST? Unprompted. People years Metro N=488 Regional N=192.

9 When asked to rate the trust level of a selected group of brands and institutions, respondents scored local radio stations the highest for levels above 5 out of 10 for trust, followed by their favourite TV channel for news. Respondents own super fund and primary bank came next, above the more general finance industry sectors. The Big four banks scored the worst for trust levels. Aligning your brand with SCA s assets can boost your trust levels. Q: On a scale of 0-10, what is your level of TRUST in the following brands and institutions? With 0 being No Trust, and 10 being Extreme Trust. BASE: All people. For financial brands, it is the personal connection and one-on-one experience which boosts brand trust as opposed to the broader finance sector groupings, ie: I have a lack of respect in general for the industry, but I know my local branch manager and they look after me Low Trust Mid-range Trust High Trust Level of Trust with Brands/Institutions: Ranked by High Trust % 58% 5 53% 44% 37% 26% 24% 21% 18% 22% 22% 22% 19% 16% 18% 17% 22% 5 23% 26% 11% 11% Your local radio station 17% 18% 22% 21% Favourite TV channel for news/current events Your Your primary superannuation financial fund institution/bank 32% 29% 32% 34% Your insurance provider Non big four banks Superannuation funds 17% Your financial advisor 5 44% Insurance providers Financial advisors 5 Local Government 59% 6 62% 59% State Government Australian Federal Government Big four banks Facebook Source: SCA Royal Commission Study I November 2018 I Q: On a scale of 0-10, what is your level of TRUST in the following brands and institutions? With 0 being No Trust, and 10 being Extreme Trust. People years Metro N=488 Regional N=192.

10 When asked to think about how that trust level has changed in the past year, their local radio station received the strongest result for increased trust levels. Their primary bank scored well in second place for a rise in trust over the past 12 months however on the flip-side, the grouping of the Big four banks scored second worst with almost 1 in 2 respondents saying their trust had decreased in them, over the same time period. Q: Has your level of trust in them INCREASED or DECREASED compared to 12 months ago? BASE: All people. Not applicable to me My level of trust has DECREASED compared to 12 months ago My level of trust has STAYED THE SAME as 12 months ago My level of trust has INCREASED compared to 12 months ago Trust Change L12M with Brands/Institutions: Ranked by Increased Trust % 12% 8% 7% 7% 6% 4% 3% 3% 2% 2% 2% % 18% 3% 3% Your local radio station Your primary financial institution/bank 68% 8% Non big four banks 76% 73% 12% 12% 7% Favourite TV channel for news/current events Your superannuation fund 47% 7% Your financial advisor 74% 13% 57% 3 51% 41% 42% 51% 7 7% 2% 2% 3% 6% Your insurance provider Local Government State Government Australian Federal Government Superannuation funds 53% 18% 26% Financial advisors 69% 23% 48% 44% 44% 49% 6% Insurance providers Facebook Big four banks Source: SCA Royal Commission Study I November 2018 I Q: Has your level of trust in them INCREASED or DECREASED compared to 12 months ago? People years Metro N=488 Regional N=192.

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12 SMALL INKLINGS OF HOPE EXIST ON THE ROAD TO TRUST RECOVERY Trust in the finance sector has been on the wane. The feeling of distrust seems to have become the norm - it's what people expect and it s their personal poor experiences that have facilitated this. However, re-gaining trust is growing momentum with some confidence the Royal Commission will make a difference to the finance industry's practices in fact some people are willing to stick it out with their current institutions - give them a second chance. 62% agree These days I'm less likely to trust the finance industry 58% agree I've never really had a high regard for the finance industry 5 agree I only trust myself when it comes to looking after my finances 49% agree I've had poor experiences in the past with financial institutions 29% agree The Royal Commission has already positively impacted the practices of financial institutions 19% agree I had been considering switching financial institutions, but after the Royal Commission, I'm willing to stick with my current provider Source: SCA Royal Commission Study I November 2018 I Q: How strongly do you agree with the following statements? Total Agree. People years Metro N=488 Regional N=192.

13 Regional Australia are more optimistic than Metro Australia when it comes to trusting the finance sector and are holding slightly more hope for positive outcomes to arise post Royal Commission and this is despite them experiencing more negative interactions with their providers. Mood Monitor supports this glass half full mindset of the country Vs city. Q: How strongly do you agree with the following statements? Total Agree. BASE: All people. METRO REGIONAL 63% 57% 6 51% 54% 59% 47% 54% 28% 31% 18% These days I'm less likely to trust the finance industry I've never really had a high regard for the finance industry I only trust myself when it comes to looking after my finances I've had poor experiences in the past with financial institutions The Royal Commission has already positively impacted the practices of financial institutions I had been considering switching financial institutions, but after the Royal Commission, I'm willing to stick with my current provider Source: SCA Royal Commission Study I November 2018 I Q: How strongly do you agree with the following statements? Total Agree. People years Metro N=488 Regional N=192.

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15 When looking at VALUES that are most important to Aussies when choosing a bank, being HONEST is of greatest importance. Being transparent with products, fees and terms and conditions (key observations from the Royal Commission) is clearly what people are seeking from their banking institute. Q: Which values are most important to you when choosing a bank to open an account with? Rank 1 most important to 7 least important. BASE: All People. 84% 83% Important VALUES when choosing a bank to open a new account Ranked 1 3 (most important) 7 68% 56% Metro 53% Regional Ethical banking behaviour is more important for METRO. A genuine, authentic banking experience is more important for REGIONAL. 48% 4 23% 24% 12% 11% 9% Honesty Reliable Ethical Genuine Friendly Community minded Innovative Source: SCA Royal Commission Study I November 2018 I Q: Which values are most important to you when choosing a bank to open an account with? With one being the most important and seven being the least important value to you. People years Metro N=488 Regional N=192.

16 Trust in banks is the third highest attribute respondents nominated for what is important to them when choosing a bank to open a new account with. Regional markets are 16% more likely to say trust is important, indexing at 116, against Metro Australia. Our Regional audience are more likely to be looking for a bank which is not a Big 4. Q: What's important to you when choosing a bank to open a new account with? BASE: All People. Important FACTORS when choosing a bank to open a new account % Metro Regional 7 61% 71% 67% 59% 58% 63% 38% 44% 27% 31% 36% % 19% 23% 17% 27% EG: community run, innovative, no fees, availability of ATMs /branches 6% Low fees Good customer service Trust Low interest rates on loans/credit cards Easy to use internet banking Easy to use app It's a bank people I know would recommend It's a bank I currently bank with Community orientated Rewards on credit cards That it's NOT one of the Big 4 Other - please tell us... Source: SCA Royal Commission Study I November 2018 I Q: What's important to you when choosing a bank to open a new account with? People years Metro N=488 Regional N=192.

17 Vs April Compared with seven months ago, TRUST has become incredibly more important and superseded the two factors of easy internet banking and low interest rates on loans/credit cards. In fact, all attributes have increased in importance consumers are being more scrupulous and fine tooth combed when it comes to choosing where to open a new bank account. They are willing to look further afield and consider banks other than their current one. Q: What's important to you when choosing a bank to open a new account with? BASE: All People. METRO: Important factors when choosing a bank to open a new account Apr '18 Nov '18 REGIONAL: Important factors when choosing a bank to open a new account Apr '18 Nov '18 Low fees 7 8 Low fees 63% 8 Good customer service 5 7 Good customer service 52% 78% Trust 44% 61% Trust 36% 71% Low interest rates on loans/credit cards 4 59% +39% RISE Low interest rates on loans/credit cards 67% DOUBLED Easy to use internet banking 5 58% Easy to use internet banking 46% 63% Easy to use app 28% 38% Easy to use app 27% 44% It's a bank people I know would recommend It's a bank I currently bank with Community orientated N/A 17% 27% % It's a bank I currently bank with It's a bank people I know would recommend Community orientated N/A 14% 3 36% 31% 28% Rewards on credit cards 18% 19% That it's NOT one of the Big 4 9% 27% That it's NOT one of the Big 4 17% Rewards on credit cards 11% 23% Other - please tell us... 6% That it's one of the Big 4 4% That it's one of the Big 4 6% Other - please tell us... Source: SCA Royal Commission Study I November 2018 I Q: What's important to you when choosing a bank to open a new account with? People years Metro N=488 Regional N=192. April 2018 I People years Metro N=832 Regional N=538.

18 Unprompted, respondents are most likely to say no banking institute is an industry leader in demonstrating transparency with customers, with CBA just pipping the rest amongst those who did nominate a bank. The regional audience were more likely to mention a wider range of institutions than metro (credit unions and building societ ies making up the long tail of answers less than 2% a piece). Q: Which banking institution do you think is an industry leader in demonstrating transparency with customers, and why? BASE: All People. METRO REGIONAL DONT KNOW/NONE 5 COMMONWEALTH BANK 8% ING 7% BENDIGO BANK 6% ANZ 4% NAB 3% WESTPAC 3% CREDIT UNIONS 3% SUNCORP 2% Other institutions recorded less than 2% I'm so confused with it all lately I'm unsure who is actually transparent anymore Commonwealth bank because they always explain things without making me (a 22 year old) feel like an idiot for not knowing CommBank because I ve seen statement from the CEO and it seemed very genuine ING Direct, because they share everything and try to keep costs low Bendigo Bank because the customers are the shareholders The credit unions show great transparency and are very honest, friendly and open when dealing with its customers DONT KNOW/NONE 37% COMMONWEALTH BANK 9% BENDIGO BANK 8% NAB 8% ING 6% ANZ NEWCASTLE PERMANENT 4% CREDIT UNIONS 2% GREATER BANK 2% HUME BANK 2% Other institutions recorded less than 2% Commonwealth bank seems to be building a standard for other banks to follow in regards to emergencies and how finances can impact peoples abilities Bendigo Bank portray a sense of community, small enough to be more personal. Don't appear to lose you in the crowd ING, honest and upfront, no hidden fees or add on, I like what they do Credit unions as they seem to have board members who are local people Hume bank. They are community minded, honest and have great choice of accounts St George, because almost nothing is hidden anymore, they tell you exactly what is happening even if it isn't good news Source: SCA Royal Commission Study I November 2018 I Q: Which banking institution do you think is an industry leader in demonstrating transparency with customers, and why? People years Metro N=488 Regional N=192.

19 A bank that s NOT a big four and member owned banks (credit union/building society) top the list of the types of banking institutions respondents would consider opening an account with. Our Regional audience are more likely than Metro to be currently banking with a non big four/member owned bank however it appears Metro are willing to switch allegiances and follow Regional s lead with many saying they d consider a non big four. Q: Which of the following best describes your relationship with the following banks? BASE: All People. Relationship with Bank Roy Morgan findings align with the switch to the non Big 4 banks they account for the top three banks for having new products considered from NEW customers.^ % 6% 4% 4% 2% 4% 6% 2 28% 22% 22% 13% 22% 19% 22% 22% 31% 29% 33% 21% 11% 9% 9% 12% 14% 23% 14% 7% 21% 14% 11% 21% 24% 29% 23% 24% ANZ - Metro ANZ - Regional NAB - Metro NAB - Regional CBA - Metro CBA - Regional WESTPAC - Metro Is the PRIMARY bank I bank with 32% 9% 38% 9% 12% 9% WESTPAC - Regional Is a bank I hold accounts with, but it's not my primary bank 11% 14% 9% 14% 39% 7% 32% 11% 19% 23% NON BIG FOUR - Metro NON BIG FOUR - Regional 12% 14% 41% 7% 12% MEMBER OWNED - Metro 8% 14% 33% 12% 19% MEMBER OWNED - Regional Is a bank I would consider opening an account with in the future Is a bank I would NEVER bank with Is not a bank I would consider banking with I don't know this bank Source: SCA Royal Commission Study I November 2018 I Q: Which of the following best describes your relationship with the following banks? People years Metro N=488 Regional N=192. ^Roy Morgan Single Source (Australia), 12 months to October 2018, n = 50,359.

20 Vs April The Big Four banks have seen a drop in consumer confidence with all institutions experiencing a rise in I would NEVER bank with across Metro and Regional markets. Unsurprisingly, on the flip-side for Would consider opening an account there have been decreases for most banks however Region ally, ANZ has gone up by 1 percentage point and NAB has remained flat. Q: Which of the following best describes your relationship with the following banks? BASE: All People. METRO: Relationship with Bank REGIONAL: Relationship with Bank ANZ - Apr '18 12% 8% 24% 33% 16% 7% ANZ - Apr '18 13% 9% 21% 33% 13% 11% ANZ - Nov '18 9% 22% 28% 2 ANZ - Nov '18 9% 13% 22% 31% 22% 4% NAB - Apr '18 11% 9% 23% 34% 16% 7% NAB - Apr '18 11% 9% 21% 34% 16% NAB - Nov '18 12% 11% 19% 29% 22% 6% NAB - Nov '18 14% 21% 33% 22% 4% CBA - Apr '18 26% 8% 19% 21% 22% 4% CBA - Apr '18 27% 11% 19% 21% 18% CBA - Nov '18 21% 7% 14% 23% 4% CBA - Nov '18 24% 11% 14% 21% 29% 2% WESTPAC - Apr '18 11% 7% 23% 34% 18% 6% WESTPAC - Apr '18 12% 7% 19% 3 18% 9% WESTPAC - Nov '18 12% 9% 32% 23% 4% WESTPAC - Nov '18 9% 9% 38% 24% 6% Is the PRIMARY bank I bank with Is a bank I hold accounts with, but it's not my primary bank Is a bank I would consider opening an account with in the future Is not a bank I would consider banking with Is a bank I would NEVER bank with I don't know this bank Is the PRIMARY bank I bank with Is a bank I hold accounts with, but it's not my primary bank Is a bank I would consider opening an account with in the future Is not a bank I would consider banking with Is a bank I would NEVER bank with I don't know this bank Source: SCA Royal Commission Study I November 2018 I Q: Which of the following best describes your relationship with the following banks? People years Metro N=488 Regional N=192. April, 2018 I People years Metro N=832 Regional N=538.

21 Most people scored the Big Four a 5 out of 10 for positivity except for CBA where extremely negative 0 out of 10 was the most popular score. CBA s brand affinity seems to lie at both extreme ends people feel strongly either way in comparison to the other banks with the peak scores lie in the mid-range of 5. NAB in Regional Australia has the strongest positive result with 16% of people scoring NAB 8 10 for positivity (CBA Regionally was very close at ). Q: On a scale of 0 to 10, how positive do you feel towards the following banks? 0 being extremely negative and 10 being extremely positive. BASE: All People. 3 2 METRO 3 2 METRO REGIONAL REGIONAL Negative Positive Not aware of bank: 2% Metro Regional Negative Positive Not aware of bank: 3% Metro 1% Regional Negative Positive METRO REGIONAL Not aware of bank: 2% Metro 1% Regional Negative Positive METRO REGIONAL Not aware of bank: 4% Metro 6% Regional Source: SCA Royal Commission Study I November l 2018 I Q: On a scale of 0 to 10, how positive do you feel towards the following banks? People years Metro N=488 Regional N=192.

22 Vs April Versus seven months ago, METRO and REGIONAL listeners are overall giving the Big Four banks a lower rating for positivity, with more scores below five than last survey. Sitting on the fence with a five remains the most called out score, however for CBA a zero score is now strongest for both markets. Q: On a scale of 0 to 10, how positive do you feel towards the following banks? 0 being extremely negative and 10 being extremely positive. BASE: All People. METRO REGIONAL 3 2 Negative Apr '18 Nov ' Positive 3 2 Negative Apr '18 Nov ' Positive 3 2 Negative Apr '18 Nov ' Positive 3 2 Negative Apr '18 Nov ' Positive 3 2 Negative Apr '18 Nov ' Positive 3 2 Negative Apr '18 Nov ' Positive 3 2 Negative Apr '18 Nov ' Positive 3 2 Negative Apr '18 Nov ' Positive Source: SCA Royal Commission Study I November l 2018 I Q: On a scale of 0 to 10, how positive do you feel towards the following banks? People years Metro N=488 Regional N=192. April 2018 I People years Metro N=832 Regional N=538.

23 Banking institutions which aren t the Big Four, tend to score higher on the positivity feelings with more ratings in positive than negative territory, especially the member owned banks which are run purely to benefit customers with no objective to meet shareholder profit. Regional people are more inclined to view these banks favourably than Metro people. Impacting this may be the increased first-hand experience Regional respondents have with smaller banking institutions. Q: On a scale of 0 to 10, how positive do you feel towards the following banks? 0 being extremely negative and 10 being extremely positive. BASE: All People. NON BIG FOUR BANKS MEMBER OWNED BANKS (UNION/BUILDING SOCIETY) 3 METRO 3 METRO REGIONAL REGIONAL score 22% 8 10 score 29% 18% Negative Positive Not aware of any: 6% Metro Regional Negative Positive Not aware of any: Metro 12% Regional Source: SCA Royal Commission Study I November l 2018 I Q: On a scale of 0 to 10, how positive do you feel towards the following banks? People years Metro N=488 Regional N=192.

24 NON BIG 4 Diving into the specific non big four banks amongst the group of Metro Australia, we see that ING Bank is the institution leading the charge for current bank account holders and also bank considerers. Bendigo Bank is also at the same bank consider rate of ING Bank. These findings are in line with Roy Morgan Research which shows these two banks top the list for proportion of their banking products being considered by brand new customers.^ Q: Now thinking about these banking institutions, which of the following best describes your relationship with them? BASE: All People - METRO % 14% 13% 11% 19% 37% Relationship with Bank: Ranked by consider opening an account with 28% 14% 23% 16% 14% 14% 31% 14% 33% 21% 21% 16% 13% 31% 33% 42% 12% 23% 26% 18% 31% 39% 13% 22% 31% 21% 23% 28% 32% 37% 29% 28% 28% 2 9% 21% 21% 19% 7% 3% 3% 4% 7% 2% 3% 4% 1% 1% 4% 2% 4% 4% 2% 4% 1% 4% 1% 3% 1% ING Bank Bendigo Bank ME Bank Suncorp St George Bank of Bankwest Heritage Bank HSBC Ubank Bank of Citibank Bank Queensland Melbourne Is the PRIMARY bank I bank with Is a bank I would consider opening an account with in the future Is a bank I would NEVER bank with Is a bank I hold accounts with, but it's not my primary bank Is not a bank I would consider banking with I don't know this bank Source: SCA Royal Commission Study I November 2018 I Q: Now thinking about these banking institutions, which of the following best describes your relationship with them? People years Metro N=488. ^^Roy Morgan Single Source (Australia), 12 months to October 2018, n = 50,359.

25 NON BIG 4 In terms of how positive Metro Australia feel about the various non big four banks, most respondents gave the banks a 5 out of 10 a mid range score. ING Bank received the highest 10 score, whilst Citibank received the most 0 scores. There is little variation of scoring the institutions on the lower side of the scale, with a closeness in scores below 5, however above 5 there is more variation in rating the banks with wider gaps in their scores. Q: On a scale of 0 to 10, how positive do you feel towards the following banks? 0 being extremely negative and 10 being extremely positive. BASE: All People. (see Appendix for data set). The percent next to each bank represents the portion of respondents unaware of that bank and therefore didn t give a positivity score. Ubank 39% ING Bank 14% St George Bank 12% Citibank 19% HSBC 26% Bank of Melbourne 32% Bendigo Bank 12% Adelaide Bank Bank of Queensland 22% Suncorp 14% Bankwest ME Bank 27% Heritage Bank 46% Negative Positive Source: SCA Royal Commission Study I November l 2018 I Q: On a scale of 0 to 10, how positive do you feel towards the following banks? People years Metro N=488.

26 NON BIG 4 Diving into the specific non big four banks amongst the group of Regional Australian, we see that Bendigo Bank is out in front for bank consideration, with St George Bank in clear second place. ING Bank has the strongest number of current bank account holders but consideration is much lower when comparing against the other non big four banks and indeed Metro Australia. Q: Now thinking about these banking institutions, which of the following best describes your relationship with them? BASE: All People - METRO % 7% 31% 38% 4% 7% Bendigo Bank 16% Relationship with Bank: Ranked by consider opening an account with 21% 44% 31% 32% 9% 38% 13% 12% 36% 26% 7% 36% 8% 31% 19% 36% 31% 27% 26% 26% 19% 23% 21% 21% 16% 14% 9% 4% 4% 2% 9% 2% 1% 1% 4% 1% 3% 2% 2% 1% 2% St George Suncorp Bank of ME Bank ING Bank Citibank Bankwest HSBC Ubank Adelaide Bank Heritage Bank Bank Queensland 36% 11% 41% 6 56% 52% Is the PRIMARY bank I bank with Is a bank I would consider opening an account with in the future Is a bank I would NEVER bank with Is a bank I hold accounts with, but it's not my primary bank Is not a bank I would consider banking with I don't know this bank Source: SCA Royal Commission Study I November 2018 I Q: Now thinking about these banking institutions, which of the following best describes your relationship with them? People years Regional N=192.

27 NON BIG 4 In terms of how positive Regional Australia feel about the various non big four banks, most respondents gave the banks a 5 out of 10 a mid range score. ING Bank received the highest 10 score, however Bendigo Bank is hot on their tails not far behind. Similar to Metro, Citibank received the most 0 scores however Suncorp and Heritage are incredibly close to Citibank for the lowest score result. Q: On a scale of 0 to 10, how positive do you feel towards the following banks? 0 being extremely negative and 10 being extremely positive. BASE: All People. (see Appendix for data set). The percent next to each bank represents the portion of respondents unaware of that bank and therefore didn t give a positivity score. Ubank 53% ING Bank 28% St George Bank Citibank 27% HSBC 37% Bank of Melbourne 42% Bendigo Bank 14% Adelaide Bank 47% Bank of Queensland 24% Suncorp 17% Bankwest 33% ME Bank 37% Heritage Bank 44% 3 2 Regional Australia have a considerably more divided brand affinity towards the various banks Vs Metro Australia there are much larger gaps in the mid-range 5 score when comparing the two regions of Australia. It appears that country respondents are have quite different experiences with each of the banking brands than their city peers Negative Positive Source: SCA Royal Commission Study I November l 2018 I Q: On a scale of 0 to 10, how positive do you feel towards the following banks? People years Regional N=192.

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29 Source: SCA Royal Commission Study I November 2018 I Q: Have you heard about the Royal Commission that is currently underway into the financial services sector? April 2018 People years Metro N=832 Regional N=538 I November 2018 People years Metro N=488 Regional N=192. Q: Are you following the developments into this Royal Commission? Base: Heard of Commission April 2018 Metro N=601 Regional N=328 I November 2018 Metro N= Regional N=. As the Royal Commission has progressed over the year, so too have the number of people aware of it. More of Metro Australia are aware than Regional Australia, and those that are aware are mostly just keeping an eye on it in Metro however in Regional they are less likely to be following it. The level of interest has dwindled over the course of the last seven months. Q: Have you heard about the Royal Commission that is currently underway into the financial services sector? BASE: All People. If YES - Q: Are you following the developments into this Royal Commission? BASE: Heard of Commission. 8 of the Metro market have heard of the Royal Commission, up from 72% in April And of those who have heard of the Royal Commission 7% are following it intently (down from ) 54% are just keeping an eye on it (down from 61%) 39% are not following it (up from 29%) 71% of the Regional market have heard of the Royal Commission, up from 61% in April 4% are following it intently (down from 6%) 47% are just keeping an eye on it (down from 6) 49% are not following it (down from 33%)

30 Banking is the most well known area of focus for the Royal Commission, whilst overall Metro Australia are more likely to be aware of the various areas of scrutiny than Regional Australia are. Q: Which of the following financial areas are you aware that the Royal Commission has been focussing on? BASE: Aware of Commission. Aware that the Royal Commission is focussing on 8 74% 58% METRO REGIONAL Opportunity may exist to educate customers that you were in fact under the microscope and are now actively improving your culture and behaviour - transitioning to an even greater transparency model. 5 47% 3 33% 37% 34% 3 26% Banking Financial advice Superannuation Insurance Government regulation (eg. APRA, ASIC) Industry bodies (eg. banking ombudsman) Source: SCA Royal Commission Study I November 2018 I Q: Which of the following financial areas are you aware that the Royal Commission has been focussing on? Base: People years who have heard of the commission Metro N=390 Regional N=135.

31 16% of Metro and 14% of Regional respondents say they have had experiences similar to those raised in the Royal Commission. There are varied examples given, from hidden fees to approving unpayable loans to deceptive insurance products being sold. Q: Have you had experiences similar to those raised in the Royal Commission? If yes, please describe what this is. BASE: Aware of Commission. Everyone has.. but lets face it most of us just thought it was the norm Credit card insurance being very deceptive and not following through on promises CBA never advised us that we could stop paying income insurance once we had paid off enough of our home loan - resulting in us paying hundreds of dollars in unnecessary fees. Extra hidden fees and charges not made clear, or that even were not applicable, but still charged. Given credit when the bank new I couldn t afford to repay it. Excess fees taken out of my super account that was called a paid up account. In the past I have been given loans much larger than I could afford and this has caused considerable stress. I have been offered credit card increases even though I did not have the capacity to met the repayments. I was never asked by the bank to show proof of wages etc to ensure I could afford to repay the debt. Yes my mother was sold an accident insurance policy that had so many blockers that she could never claim even after a major car accident. Yes, the CBA used to try to sell me so many things I didn't want or need and didn't provide good service when I requested help to adjust my accounts. Yes. Bank changed my type of account, as it was old and no longer a type of account being used. Changed me to one with huge fees every time you used your card. Contacted them after 3 months once I realised how much I was being charged in fees. Their reply was It s up to you to tell us that you aren t happy with your new account type. Wasn t it up to them to inform me they had changed it to one where they made huge dollars out of me!?!?! Almost $150 in fees in the 3 month period. Yes. Hidden fees, hikes without notice, locked in without explanation, provider sold and changes made without notice, allowing purchases from Veda to go through on an expired card - with no notice. Source: SCA Royal Commission Study I November 2018 I Q: Have you had experiences similar to those raised in the Royal Commission? If yes, please describe what this is. Base: People years who have heard of the commission Metro N=62 Regional N=19.

32 BANKING ACTION Of those who know about the Commission, many of them have lost trust for the banking industry and the big four banks. Consequently, our audience are starting to walk their talk and are actively switching banks, especially those living in regional areas (twice as likely as their metro counterparts). Q: Thinking about your primary BANK, have you done any of the following as a result of this Royal Commission? BASE: Aware of Commission. METRO REGIONAL I have done nothing as a result Lost some level of trust for the banking industry Spoke about it with friends/family Spoke to your bank Changed banks Listeners are more likely to be considering switching banks than they are changing their super fund or insurer. Lost some level of trust for the Big Four banks Considered changing banks Considered changing to a bank that wasn't a Big Four Source: SCA Royal Commission Study I November 2018 I Q: Thinking about your primary BANK, have you done any of the following as a result of this Royal Commission? Base: People years of who heard of the commission Metro N=390 Regional N=135.

33 BANKING ACTION The more closely our audience follow the Royal Commission, the stronger their distrust becomes for the banks and the increased chance they will consider and follow through with switching banks. Note, the largest majority of respondents fall into the just keeping an eye on it or not following pools of people. Q: Thinking about your primary BANK, have you done any of the following as a result of this Royal Commission? BASE: Aware of Commission. Following it intently Just keeping an eye on it Not following I have done nothing as a result Spoke about it with friends/family Spoke to your bank Those who are following it intently are more than FOUR TIMES Lost some level of trust for the banking industry Changed banks as likely to change banks than those not following, and TWICE AS LIKELY Lost some level of trust for the Big Four banks Considered changing banks to be considering switching banks. Considered changing to a bank that wasn't a Big Four Source: SCA Royal Commission Study I November 2018 I Q: Thinking about your primary BANK, have you done any of the following as a result of this Royal Commission? Base: People years of who heard of the commission Following it intently N=31; Just keeping an eye on it N=275; Not following N=218 (Metro + Regional N=525). Please note sample size is too small to break down Metro and Regional audiences.

34 BANKING ACTION Vs April With more submissions heard and cases observed over the past seven months, metro and regional SCA audiences are now more likely to have considered switching banks and actively also going ahead and following through with changing banks. There is now less chat with family and friends and more bank action. Q: Have you done any of the following as a result of this Royal Commission? BASE: Aware of Commission. METRO REGIONAL Apr '18 Nov '18 Apr '18 Nov '18 I have done nothing as a result Lost some level of trust for the Big Four banks Spoke about it with friends/family I have done nothing as a result Lost some level of trust for the Big Four banks Spoke about it with friends/family Changed banks Spoke to your bank Changed banks Spoke to your bank Considered changing banks Considered changing banks Source: SCA Royal Commission Study I November 2018 I Q: Thinking about your primary BANK, have you done any of the following as a result of this Royal Commission? Base: People years of who heard of the commission April 2018 Metro N=601 Regional N=328 I November 2018 Metro N=390 Regional N=135.

35 SUPER ACTION Listeners in both country and city districts mirror one another in terms of the action they have taken with their superannuation as a result of hearing the Commission s observations. Half of people have done something, with losing trust for the industry the strongest of all actions at around. Changing super funds is a thought had for 12% of metro and regional respondents. Q: Now thinking about your SUPERANNUATION, have you done any of the following as a result of this Royal Commission? BASE: Aware of Commission. METRO REGIONAL I have done nothing as a result (and I am with a super fund) Lost some level of trust for the super industry Spoke about it with friends/family Spoke to your super fund Changed super funds Other was mentioned by of Metro and 9% of Regional audiences: I've started paying more attention & reviewing my super Confirmed with my super provider the fees and charges Checked my fund against others Checked in with my financial planner Withdraw all of it and bury in the woods Started my own self managed super fund Considered changing super funds Attempted to move my account/funds but was told I couldn't (by the super fund) Considered switching to a self managed super fund Source: SCA Royal Commission Study I November 2018 I Q: Now thinking about your SUPERANNUATION, have you done any of the following as a result of this Royal Commission? Base: People years of who heard of the commission Metro N=390 Regional N=135. Excluded from this question were these respondents: I have a self-managed super fund: Metro 4% Regional 3% I don t have super: Metro 6% Regional

36 INSURANCE ACTION Similarly to superannuation, metro and regional listeners show very little difference in the actions they have taken with their insurer as a result of hearing the Commission s observations. Losing trust for the industry is almost the same as it is for super funds at exactly for both country and city listeners. Thinking about changing insurers is higher than it is for super funds - for metro and 16% for regional respondents. Q: Thinking about your INSURANCE, have you done any of the following as a result of this Royal Commission? BASE: Aware of Commission. METRO REGIONAL Spoke about it with friends/family 6 5 Other was mentioned by 3% of Metro and 2% by Regional audiences: I have done nothing as a result (and I have insurance) Spoke to your insurer Shopped around Spoke to my financial advisor Changed based on financial advisor Lost some level of trust for the insurance industry Changed insurers Sent to insurance people and got NO REPLY Closed all policies Considered stopping my insurance altogether Considered changing insurers Source: SCA Royal Commission Study I November 2018 I Q: Thinking about your INSURANCE, have you done any of the following as a result of this Royal Commission? Base: People years of who heard of the commission Metro N=390 Regional N=135. Excluded from this question were these respondents: I don t have any type of insurance: Metro Regional 9%

37 Respondents are not shy to voice their opinion on the fact that they believe many financial sectors will only slightly, if at all follow through with the recommendations that are handed down as a result of the enquiry however there are varied result by category. Lack of confidence is most likely for the big four banks, financial advisors and insurers. Q: How confident are you that the following industries will follow through with the recommendations from the Royal Commission to improve their practices? BASE: Aware of Commission. Level of confidence - industries will follow through on Commission recommendations ALL PEOPLE % 2 16% 7% Big Four banks 24% 21% 33% 33% Other banks (not Big Four) 34% Member owned banks (credit unions/building societies) 41% Very confident Somewhat confident A little confident Not confident at all 31% 24% 3 21% 34% 3 2 4% Financial advisors Insurance providers Superannuation funds (retail, bank owned) 27% 31% 29% 3 29% 29% 33% 2 27% 13% 12% 11% Superannuation funds (member, union owned) Government regulators (eg. APRA, ASIC) Industry bodies (eg. banking ombudsman) With member owned banks and super funds existing purely to benefit members and profit not a strong KPI, it s no surprise they have the highest confidence rating. Source: SCA Royal Commission Study I November 2018 I Q: How confident are you that the following industries will follow through with the recommendations from the Royal Commission to improve their practices? Base: People years of who heard of the commission Metro N=390 Regional N=135.

38 Overall, Regional people have greater confidence in all sectors than Metro, apart from the area of government regulators with Not confident at all slightly higher. The big four banks have the least confidence of all financial industries for both cou ntry and city respondents. Q: How confident are you that the following industries will follow through with the recommendations from the Royal Commission to improve their practices? BASE: Aware of Commission. METRO REGIONAL Big Four banks 7% 17% 23% 53% Big Four banks 6% 12% 32% 5 Other banks (not Big Four) 33% 26% Other banks (not Big Four) 9% 34% 17% Member owned banks (credit unions/building 14% 32% 23% Member owned banks (credit unions/building 16% 38% 31% 14% Financial advisors 22% 32% 42% Financial advisors 4% 29% 37% Insurance providers 4% 19% 34% 43% Insurance providers 2% 27% 36% 34% Superannuation funds (retail, bank owned) 6% 23% 34% 37% Superannuation funds (retail, bank owned) 2% 33% 37% 28% Superannuation funds (member, union owned) 13% 27% 29% Superannuation funds (member, union owned) 3 34% Government regulators (eg. APRA, ASIC) 11% 24% 34% Government regulators (eg. APRA, ASIC) 14% 26% 24% 36% Industry bodies (eg. banking ombudsman) 12% 27% 31% 31% Industry bodies (eg. banking ombudsman) 11% 29% 38% 22% Very confident Somewhat confident A little confident Not confident at all Very confident Somewhat confident A little confident Not confident at all Source: SCA Royal Commission Study I November 2018 I Q: How confident are you that the following industries will follow through with the recommendations from the Royal Commission to improve their practices? Base: People years of who heard of the commission Metro N=390 Regional N=135.

39 Being personally impacted already by the outcomes of the Royal Commission have been felt by of metro and 18% of regional respondents. Harder to obtain a loan is the main impact being reported. Whether it s as a result from the Commission or due to their personal circumstance it doesn t matter so much, the point being that some people perceive the Royal Commission to have impacted on their bank s practices and in turn negatively impacted them. Q: At this point, have you personally been affected by any of the Royal Commission outcomes? (eg. harder to get a loan) If yes, please describe what this impact has been. BASE: Aware of Commission. We applied for a loan consolidation, having a lot of equity in our home, but was refused mainly due to the commission' findings. After putting in a complaint, the bank did in fact give us the loan consolidation. I did threaten to change banks too. We are due to refinance our mortgage next year when our current 5-year fixed rate expires. We are concerned that the bank will decline to renew our mortgage given the Royal Commission is cracking down on banks lending people money who already have too much debt. Yes lots of product have been removed from banks Have had my bank revoke some of the options I had on my home loan and every day bank account Harder for kids to get home loan without massive deposit Can t get a loan, insurance has gone up. Fees always go up but practices and policies seem to be anti customer even more these days Credit lending is much harder now Stricter regulations at work (I work for an insurer) Yes I cannot get a debt consolidation loan so I m stuck in debt with people threatening me Yes MUCH more red tape & duplicating paperwork- longer processing times - unworkable criteria where the banks have gone overboard to comply - it s hopeless Yes, they scrutinised our bank accounts when we went for our home loan Source: SCA Royal Commission Study I November 2018 I Q: At this point, have you personally been affected by any of the Royal Commission outcomes? (eg. harder to get a loan) If yes, please describe what this impact has been. Base: People years of who heard of the commission Metro N=390 Regional N=135.

40 Just thinking about their main bank, respondents generally say they haven t witnessed any improvements to the practices of their bank since the Royal Commission. Ease of doing business is the area of least improvement (only 13% say it s improved), whilst clarity of products has scored the highest improvement to date at 19% of listeners agreeing. Showing greater transparency to customers is also being reported on the stronger end at 18%. Q: Now thinking just about your main bank, how much of an improvement have you already seen in the practices of your bank, since the Royal Commission? BASE: Aware of Commission. Level of improvement within main bank ALL PEOPLE % 7% 4% 7% 7% % 7 77% 78% 77% 8 12% 14% 12% 14% 11% 4% 4% 3% Human' friendly approach Clarity of products Less fees and charges Transparency Customer service Ease of doing business A good deal of improvement Some improvement Remained the same It's become worse Source: SCA Royal Commission Study I November 2018 I Q: Now thinking just about your main bank, how much of an improvement have you already seen in the practices of your bank, since the Royal Commission? Base: People years of who heard of the commission Metro N=390 Regional N=135.

41 There is a major discrepancy between how regional Australians are feeling about changes already made at their primary bank and how metro Australians are perceiving these improvements. In almost all areas of banking service and practices, country listeners are more likely to be seeing improvements already implemented at their bank post Royal Commission than city listeners are. Regional listeners are more optimistic and/or are really experiencing positive bank action. Q: Now thinking just about your main bank, how much of an improvement have you already seen in the practices of your bank, since the Royal Commission? BASE: Aware of Commission. METRO REGIONAL Note: Regional over-index for having a bank account with a credit union or building society Ease of doing business 2% 9% 82% 7% Ease of doing business 8% 14% 74% 4% Customer service 3% 12% 78% 6% Customer service 8% 73% 9% Transparency 3% 12% 8 Transparency 6% 19% 72% 3% Less fees and charges 2% 12% 79% 7% Less fees and charges 8% 12% 72% 8% Clarity of products 3% 13% 78% 6% Clarity of products 9% 18% 68% Human' friendly approach 3% 11% 81% Human' friendly approach 9% 14% 71% 6% A good deal of improvement Some improvement A good deal of improvement Some improvement Remained the same It's become worse Remained the same It's become worse Source: SCA Royal Commission Study I November 2018 I Q: Now thinking just about your main bank, how much of an improvement have you already seen in the practices of your bank, since the Royal Commission? Base: People years of who heard of the commission Metro N=390 Regional N=135.

42 On the positive side, listeners are recounting that banks have started to implement changes to their products and ways of doing business. Examples include over-charges being paid back, less fees, notifications of when overdrafts happen and time given to remedy. Overall, the theme of most responses revolves around transparency and putting the customer first. Harness this positivity and ride the wave of change to win back trust. Q: What are some of the positive stories you've seen or heard about financial institutions since the Royal Commission began? BASE: Aware of Commission. A family member getting some money back from a financial institution taking too much fees. Admitted liability and paid back over charges ATM fees from machines you are not affiliated with have been dropped from most banks. Banks are becoming more transparent with their fees Banks not loaning to people who can't afford repayments Being notified of credit cards being due in app before fees are charged CBA now give you a day to fix your overdrawn account up before charging fees Changed from commission-based to set fee-based from financial advisors to enable transparency. Cracked down on fraudulent loan applications both from within the banks and sourced externally- thank goodness. Farmer's getting a better recourse on drought relief and relatives of people that have passed getting peace of mind over transactions that occurred since their loved one's passing. Improvement of customer service I ve seen many of the people involved in the wrong doing (AMP board especially) resign over the greed they have shown. It s positive by getting rid of the bad apples. NAB sent an to us (Mortgage) about how they have done poorly and will do better in the future. Support to the community through grants Source: SCA Royal Commission Study I November 2018 I Q: What are some of the positive stories you've seen or heard about financial institutions since the Royal Commission began? Base: People years of who heard of the commission Metro N=488 Regional N=192.

43 The impact of the financial Royal Commission is evident. With transparency and honesty being at the forefront of key Commission observations, it s of little surprise that Australians are more likely to rank trust as a factor they look for when considering which bank they want to give their business to, compared with seven months ago (ranked third Vs ranked fifth seven months ago). With the Commission revealing the widespread unethical behaviour in the industry, customers consequently have in turn lost a considerable level of trust for the sector and particularly for the Big Four players. Our listeners are feeling more inclined to open bank accounts (and by proxy other financial products) with credit unions and building societies with SCA s Metro audience following the lead of Regional Aussies who are already more likely to be on board with these smaller institutions. Listeners are now less likely to be discussing the Royal Commission with others (vs 7 months ago), feeling more informed and ready to switch their banks, if they haven t already. There is some confidence that the various finance sectors will follow through with the observations and recommendations handed down from the Commission, however it is mixed. Regional Australia are most confident and are in fact reporting that their bank is already improving (areas of transparency and clarity of products), more so than Metro Australia, however there is still a long way to go no improvement is most commonly reported. Opportunity exists to be a leader in transparency and win back the trust of customers. Our Metro audience seek confirmation and examples of your ethics and what your business values are, whilst our Regional audience seek your authenticity and your genuine meaningful approach to them as a person with individual needs.

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45 METRO MARKET N = W e i g h t e d c o u n t New South Wales 34% REGIONAL MARKET N = W e i g h t e d c o u n t Victoria 29% Queensland 26% South Australia 18% New South Wales 18% 46% Female 54% Male Queensland Victoria 17% Tasmania Western Australia 7% 6 Female Male Western Australia South Australia 2% 9% 14% 13% 19% 14% 12% 14% 16% 14% 14% 16% years years years years years years years years years years years years years years

46 The results of this survey are INDICATIVE ONLY. The survey was conducted by Southern Cross Austereo using its online panel nationally. The panel is obtained from our radio networks database under the labels of Hit VIP on the HIT Network and The Club on the MMM Network. All members of these databases would be considered listeners to these stations. The database contains about 200,000 members. The is split between the Hit database and the Triple M database. Of these members, approximately 20,000 people were invited to be part of our Insights panel community. This survey recruited metro and regional members from our Vision Critical database. Approximately 680 completed the study in the selected target market (1,370 in the April 2018 study). Various filters have been placed over the data at different times. Certain questions asked for an essay or verbatim type of response OR brands/words that first came to mind. A keyword search was used to sort and rank the responses to these questions. The results are an un-weighted sample, but are reflective of the Southern Cross Austereo audience. SCA brands reach approximately 3 of the 10+ population and approximately 41% of the population in the five metropolitan markets in Australia, suggesting it would be reasonable to consider these results to be a fair if not fully balanced representation of the opinions in these marketplaces. Furthermore, as it is an online survey, the respondents would also be skewed towards being early adopters for technology, trend setters in general and likely to be a good early indication of brand leaders, trend setters and early adopters in general. These research surveys conducted by Southern Cross Austereo are done so to provide a general understanding of the opinions, interests and attitudes of the metropolitan and larger regional marketplaces only. Images and icons sourced from Unsplash and Flat Icon.

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48 TOP TEN MOST TRUSTED BRANDS Q: Thinking broadly, what are three brands that you TRUST?. Unprompted. BASE: All people. The edm survey invite indicated this survey was about finance, however this question was at the start prior to any finance related questions. METRO REGIONAL 1 APPLE 2 SAMSUNG 6% 3 NIKE 6% 4 TOYOTA 5 CADBURY 6 QANTAS 4% 7 MMM 4% 8 COLES 4% SONY 4% CBA 3% 9 WOOLWORTHS 3% ADIDAS 3% BONDS 3% 10 ANZ 3% WESTPAC 3% 1 APPLE 2 SAMSUNG 9% 3 TOYOTA 9% 4 NAB 7% 5 COLES 6% BONDS 6% 6 KMART 7 CADBURY ANZ NIKE 4% 8 WOOLWORTHS 4% WESTPAC 4% 9 BENDIGO BANK 4% HOLDEN 4% 10 COMMONWEALTH BANK 3% Source: SCA Royal Commission Study I November 2018 I Q: Thinking broadly, what are three brands that you TRUST? Unprompted. People years Metro N=488 Regional N=192.

49 TOP TEN MOST DISTRUSTED BRANDS Q: And, what three brands do you DISTRUST? Unprompted. BASE: All people. METRO REGIONAL 1 COMM BANK 17% 2 TELSTRA 9% 3 BANKS 9% 4 ANZ 7% 5 APPLE 7% 6 WESTPAC 6% 7 ALL BRANDS 6% 8 NAB 9 HOLDEN 4% 10 GOVERNMENT 4% Source: SCA Royal Commission Study I November 2018 I Q: TAnd, what three brands do you DISTRUST? Unprompted. People years Metro N=488 Regional N= COMM BANK 14% 2 TELSTRA 3 ANZ 8% 4 WOOLWORTHS 6% 5 BANKS ALL BRANDS 6 APPLE WESTPAC NAB 7 COLES 4% 8 SAMSUNG 4% 9 FORD 3% COCA COLA 3% 10 HOLDEN 3% INSURANCE 3%

50 NON BIG 4 METRO - POSITIVITY SCORES FOR NON BIG FOUR Q: On a scale of 0 to 10, how positive do you feel towards the following banks? 0 being extremely negative and 10 being extremely positive. BASE: All People. Ubank ING Bank St George Bank Citibank HSBC Bank of Melbourne Bendigo Bank Adelaide Bank Bank of Queensland Suncorp Bankwest ME Bank Heritage Bank 0 0 Negative 7% 7% 9% 9% 7% 7% 8% 8% 9% 7% 7% 1 4% 2% 6% 4% 4% 3% 3% 3% 6% 3% 2% 2% 2 3% 6% 6% 6% 6% 6% 3% 6% 3% 3% 3 4% 6% 7% 7% 7% 6% 6% 6% 6% 7% 4% 4 6% 7% 6% 8% 8% 9% 7% 6% 6% 5 23% 24% % 29% 2 28% 28% 29% 29% 21% 6 6% 9% 11% 6% 8% 6% 11% 9% 9% 9% 7% 7% 7 4% 6% 6% 3% 9% 3% 6% 8% 6% 2% 8 4% 8% 1% 2% 3% 6% 1% 3% 3% 4% 4% 1% 9 3% 1% 1% 1% 1% 1% 1% 1% 1% Positive 1% 1% 1% 1% 2% 1% 2% 2% I am not aware of this bank 39% 14% 12% 19% 26% 32% 12% 22% 27% 46% Source: SCA Royal Commission Study I November l 2018 I Q: On a scale of 0 to 10, how positive do you feel towards the following banks? People years Metro N=488.

51 NON BIG 4 REGIONAL - POSITIVITY SCORES FOR NON BIG FOUR Q: On a scale of 0 to 10, how positive do you feel towards the following banks? 0 being extremely negative and 10 being extremely positive. BASE: All People. Ubank ING Bank St George Bank Citibank HSBC Bank of Melbourne Bendigo Bank Adelaide Bank Bank of Queensland Suncorp Bankwest ME Bank Heritage Bank 0 0 Negative 4% 7% 8% 6% 3% 2% 7% 4% 4% 1 2% 3% 4% 3% 3% 3% 3% 4% 7% 3% 3% 2 3% 7% 8% 8% 6% 6% 2% 3% 4% 3% 3% 3 4% 2% 6% 6% 6% 7% 3% 4 11% 7% 9% 9% 11% 7% 9% 4% 9% 13% 8% 9% 5 16% 19% 27% 2 26% 28% 27% 33% 29% 26% 27% 22% 6 2% 6% 9% 2% 4% 11% 3% 7% 9% 7% 2% 2% 7 3% 8% 2% 2% 9% 2% 6% 3% 4% 3% 8 1% 7% 3% 9% 1% 1% 2% 3% 4% 1% 9 4% 4% 1% 1% 1% 2% 1% Positive 1% 6% 2% 1% 1% 4% 1% 1% 3% I am not aware of this bank 53% 28% 27% 37% 42% 14% 47% 24% 17% 33% 37% 44% Source: SCA Royal Commission Study I November l 2018 I Q: On a scale of 0 to 10, how positive do you feel towards the following banks? People years Regional N=192.

52 ROYAL COMMISSION INTERIM REPORT EXEC SUMMARY Source: Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry -

53 ROYAL COMMISSION INTERIM REPORT EXEC SUMMARY Source: Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry -

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