1 Deciphering international Banking Trends Anthony Thomson Co-Founder and Chairman

2 Metro Bank UK’s first new bank for over 100 years £150 million capital Based on US model Retailers not bankers

3 Deciphering International Banking Trends Is the wrong question... Customers shouldn’t follow banks Banks should follow customers Look at consumer trends Look at retailing trends

4 Great retailers are about model, culture and execution Differentiated model + Unique culture that reinforces the model + Relentless execution = Fans not customers

5 A differentiated model Customers want a better banking experience and they will accept a lower rate in exchange Service is more important than rate Create fans not customers

6 Metro Bank model Retail not banking Change the experience –Service –Convenience Sales or service? Create an emotional bond Fans not customers

7 A culture that matches the model A culture that fits the model –Clear, pervasive Buy in or opt out Reward for service not sales Fun

8 The Metro Bank culture Find the right people Train them Empower them Reward them Measure what matters - Net Promoter Score 8

9 Relentless execution Retail is detail Belief in the model Uncompromising – 100% execution ‘Walk a mile in their shoes’

10 Model culture and execution - a better banking experience No stupid bank rules Pens Vans Dogs rule! Coin counting

11 Better banking experience creates satisfied customers How satisfied are you with your bank Metro Bank: Overall satisfaction rating 94% 84% would recommend to a friend Santander HBOS Lloyd’s TSB Santander HBOS Lloyd’s TSB 67.0% 48.0% 41.0% 67.0% 48.0% 41.0% Dissatisfaction by Bank Barclay’s Bank NatWest/RBS HSBC Barclay’s Bank NatWest/RBS HSBC 41.0% 38.0% 36.0% 41.0% 38.0% 36.0%

12 The Metro Bank Philosophy Customers want a better banking experience and they will accept a lower rate in exchange Core deposits create value

$4,742K $15.00$1.27$0.95$0.65$0.15 Cost basis adjusted for splits and stock $38.14 Value of $10,000 Invested in CBH in x 47x $1,956K $956K $108K $10K

14 In conclusion Profit is a by product Build store by store, customer by customer Look at the great retailers Create fans not customers

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