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KEYPERFORMANCE
INDICATORS (KPI’S)
The performance of our management and staff is measured on a balanced scorecard basis with an equal weighting for both financial
and non-financial measures.
The KPI’s are categorised under mutuality, financial stability, service and staff, which in turn tie back to our key strategic priorities
for the Group.
HOW DID WE DO IN 2017?
OUR KEY KPI'S
Unit of
measure
2017
PERFORMANCE
2017
GOAL COMMENTARY
FINANCIAL
STABILITY
Gross premium
income
Rand
billions
4.1
3.6
G
Gross premium income (long-term &
short-term) exceeded expectations and
moved above the R4 billion level for the
first time.
Total assets*
Rand
billions
35.3
34.8
G
Total asset growth expectation is
measured over a three year rolling period.
Market movements for the year resulted in
total assets being ahead of expectations.
Efficiency ratio
%
14.0
15.2
G
Cost control remains an imperative of the
Group.
New annual
premiums
Rand
millions
737.8
774.6
Y
New premiums are up 5% on prior
year, but below the internal target.
The economic environment in South
Africa has proven to be challenging for the
consumer in 2017.
New investment
inflows
Rand
billions
4.0
4.4
Y
Performance is up 14% on prior year, but
below the internal target.
MEMBERSHIP Number of
new members
recruited during
the year
Individuals
7 348
8 191
Y
New member recruitment performed
below target in 2017.
SERVICE
Claims processed
within Service
Level Agreement
%
99.1
97.5
G
PPS aims to provide members with
world-class service. Claims processing
targets were exceeded during the year.
Customer
satisfaction
survey results
Rating
92
> 80
G
Customers are generally satisfied
with our service. The rating is based
on two important levers of service:
professionalism and first time resolution.
STAFF
Training spend as
a percentage of
payroll
%
5.1
> 4.0
G
Training spend is ahead of target.
* Excluding assets in unit trusts for third parties.
G
Achieved
Y
Partly achieved
R
Not achieved
PPS
INTEGRATED REPORT
2017
22