OP Yrityspankki Oyj - Company Announcement

OP Financial Group supplements its strategic targets with a new customer experience metric

OP Corporate Bank plc
OP Cooperative
Stock exchange release
13 October 2016 at 2.00 pm EEST

OP Financial Group supplements its strategic targets with a new customer
experience metric

OP Financial Group has supplemented its Group-level strategic targets with a new
customer experience (CX) metric based on the Net Promoter Score (NPS) that
measures likelihood of customer recommendation.

The new CX metric has two parts, consisting of the NPS target (25) for the brand
and the NPS target (70, over time 90) for service. The NPS for the brand gauges
the overall customer experience of OP. The NPS for service measures what kind of
customer experience OP manages to create in individual service encounters in all
channels. The NPS ranges from -100 to +100.

OP Financial Group published its updated strategy and other Group-level
strategic goals and targets on 10 June 2016. The Group increased its capital
adequacy and profitability targets (CET1 target 22% and economic capital return
target 22%) and seeks to achieve a new level in business efficiency by, for
example, digitising and automating processes (expenses in 2019 lower than in
2015). Alongside its financial targets, OP increased its target for the number
of owner-customers (2.1 million).

For more information:
OP Communications, tel. +358 (0)50 523 9904, viestinta@op.fi

Distribution
Nasdaq Helsinki
LSE London Stock Exchange
SIX Swiss Exchange
Major media
op.fi and pohjola.com

OP Financial Group is Finland's largest financial services group whose mission
is to create sustainable prosperity, security and wellbeing for its owner-
customers and in its operating region by means of its strong capital base and
efficiency. OP Financial Group consists of about 180 member cooperative banks,
its central cooperative OP Cooperative, and the latter's subsidiaries and
affiliates. The Group has a staff of 12,000 and 1.7 million owner-customers and
4.3 million customers. www.op.fi

OP Corporate Bank and OP Mortgage Bank are responsible for OP's funding in money
and capital markets. As laid down in the applicable law, OP Corporate Bank, OP
Mortgage Bank and their parent company OP Cooperative and other OP Financial
Group member credit institutions are ultimately jointly and severally liable for
each other's debts and commitments. OP Corporate Bank acts as OP's central bank.


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