NPS Intelligence (beta)

• CIBC Bank USA’s strong net promoter scores (NPS) increased compared to a year ago in both Commercial Banking and Private Wealth reflecting disciplined execution, strong teamwork and continued focus on delivering for clients.

The CX Index is an enterprise-wide dashboard comprised of 20 metrics, including Net Promoter Score (NPS) and other key client metrics. Each metric has an associated target.

Managed clients in Personal Banking are generating roughly 4x the revenue of an unmanaged client with Net Promoter Scores that continue to hit all-time highs.

Our NPS scores continue to hit all-time highs each quarter. Over the past year, our client-focused distribution channels have supported our market share gains in mutual funds, assets under management in Canada.

Achieved record-high net promoter scores for Personal Banking and Imperial Service and maintained strong net promoter scores in Commercial Banking, Private Banking and Wood Gundy, reflecting the confidence, loyalty and satisfaction that sets us apart as…

And I might add just before I pass it on, Hratch, that we've had the highest Net Promoter Score within Imperial Service like in living memory.

Many of these investments are streamlining our operations and enhancing both client and team member experiences, driving record net promoter and team engagement scores.

…Sustained momentum in the Wood Gundy client experience, achieving the highest internal Net Promoter Score to date, which underscores our unwavering commitment to client satisfaction.

…following categories: Values my Business, Mobile Banking Excellence, and Automated Telephone Banking Excellence; ◾ Continued to narrow our gap to the leader in the Ipsos Customer Satisfaction Study for our primary clients’ Net Promoter Score (NPS),…

Our strong focus on client relationships was reflected in our net promoter score, driving deeper, longer-term client relationships. The Canadian Private Wealth business performed well as we continued to execute on our strategy to lead in the mass…

Our investments in CRM technology are paying off as well, as evidenced by improving client net promoter scores and higher cross-business referral volumes from our U.S. wealth business.

And CIBC Imperial Service which serves the needs of the Mass Affluent segment in Canada, our client Net Promoter scores are trending higher, and money-in balance growth for Imperial Service clients was up 27% sequentially.

…Strong results for our relationship-based Net Promoter Score programs including Commercial Banking and Wealth in both Canada and the US. We maintained our strong ESG focus in fiscal 2023 and highlights of our progress on key ESG priorities included: ●

Against the backdrop of moderating economic growth, we achieved our third consecutive year of increasing client net promoter scores and in fact hit a record this year.

Our efforts have resulted in significant cost savings so far this year and are having a positive client impact with a 40% improvement in our client Net Promoter Scores compared to last year.

…revenue(1) and pre-provision pre-tax earnings(1) up 11% and 7% respectively; ◾ Strong client experience, including Simplii Financial which achieved the leading NPS score amongst digital direct banks in Canada; ◾ Doubled the US business over the past…

To date, just under half of our imperial service households have completed the CIBC GoalPlanner process, and it's resulted in significantly higher growth in funds managed and favorable Net Promoter Scores.

It’s driven better Net Promoter Scores, a better client experience. And quite frankly, our clients are winning.

…GoalPlanner in 2020, 400,000 financial plans have been completed through our digital goal-setting platform, leading to significantly higher satisfaction (net promoter score) among clients who used the platform with the help of their financial advisor.

Our internal CIBC Enterprise Net Promoter Score (CX NPS) is a balanced weighting of internal net promoter scores from across our businesses.

…of the Costco Canadian card portfolio to become the exclusive issuer of Costco Mastercard in Canada. ◾ Improved net promoter score through leveraging technology and data with the launch of client-facing digital platforms such as CIBC GoalPlanner…

Our internal CIBC Enterprise Net Promoter Score (CX NPS) is a balanced weighting of internal net promoter scores from across our businesses.

This quarter, I'm proud to share that we received our highest Net Promoter Scores ever in the second quarter Ipsos Customer Satisfaction Index, and this is a good leading indicator of our performance trajectory going forward.

the largest Net Promoter Score improvement among Canada’s five largest banks in the IPSOS Customer Service Index, when comparing fiscal 2020 performance with fiscal 2019, as well as the IPSOS Financial Service Excellence awards for our mobile banking,…

As of October 31, 2020, the CIBC CXNPS score was 62.8, a 2-point increase over 2019. CIBC was ranked the top performing brand during the pandemic as a result of our focus and commitment to clients.

This quarter we achieved our highest ever Ipsos Net Promoter Score in Canadian Banking. This builds on the very strong J.D.

…CIBC Client Experience Net Promoter Score Index was 60.9 • Continuous improvement year over year Employee Engagement •

Over the past two years we have physically transformed a quarter of our banking centers to enable more advise base conversations with our clients and we're seeing positive results in these new centers, both in terms of growth and net promoter scores.

We continue to see strong client acquisition, even though we are changing the mix of our business, declining attrition, deeper relationships, strong digital adoption as mentioned and also improvements in client experience or net promoter score.

…External and internal Net Promoter Score studies; • Relationship surveys, which measure the client’s overall experience with our bank;

For example, the NPS, which directly relates to building a relationship-focused bank, has a 20% weighting in the BPF and the resulting incentive compensation awards for all executives.

To gauge our progress towards our goal of becoming the leader in client relationships, we report our Net Promoter Score (NPS) progress against our peers.

In our most recent Ipsos Net Promoter Score, our gap to number narrowed to its smallest ever and we are trending towards our highest fiscal year-end score.

• we made progress on our client satisfaction metrics with our NPS increasing 1.5 points to a record CIBC high; • we announced a definitive agreement in June to acquire Chicago-based PrivateBancorp, a high-quality, middle market commercial bank with…

We also continued to show improvement in our Ipsos CSI net promoter score we have outpaced our peers over the past four years. As part of our client focus strategy, we are investing in our U.S. platform.

…Our Employee Net Promoter Score, which measures willingness to recommend CIBC as a place to work and do business, reached its highest level on record •

…we had strong performance across CIBC against our key talent measures, most notably our employee net promoter score which measures how likely our employees are to recommend CIBC as a place to work and do business.

• Established a common measure for our client experience (Net Promoter Score); and • Aligned executive compensation to our client experience goals.

…Profitability and Growth Revenue Growth NIBBT Growth Operating Leverage 45% 45% Strategy Execution Market Share Net Promoter Score (NPS) Client Deepening 45% 48% Sound Risk Management Compliance with Risk Appetite Statement 10% 12% RBB Scorecard…

…and Growth Revenue NIBBT Operating Leverage 35% 37% Strategy Execution Net Interest Margins Client Deepening Net Promoter Score Market Share 55% 63% Prudent Risk Management Operational Losses 10% 13% Balanced Scorecard Performance Multiplier…

Retention rate: 95% (Q4 2022) — “we had our best retention rates ever so above 95%”

Retention rate: 90% (Q1 2021) — “now we're at retention where we're just at 90%”

Retention rate (Mortgages): 90% (Q3 2018) — “We've had strong renewal rates around the 90% range and in the -- and over the past 6 months have remained that way”