Consumer Banking

Products per HH 2.7 3.5

Online % 35% 50%

% of HH w/Credit Card 13% 18%

Customer Favorability * 30 - 60% 60 - 70%

Employee Turnover (12 mos) 30% 25%

Avg. Response Time (Tele.) 25 sec. 10 sec.

Q4‘00

Q4‘01

Progress Across Key Drivers

Penetration

Customer Experience

* Varies by Market

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