Through an exceptionally challenging year, our focus was on supporting our customers through every stage of the COVID-19 crisis while continuing to deliver our strategy. When COVID-19 hit, we radically changed how we operate so that we could provide the services our customers needed, including payment breaks for mortgages and business loans. Our speed of response was made possible by the investments we have made in transforming our culture, systems and business model. At the same time, we continued to deliver our strategy - launching new digital services, reducing customer complaints, and improving our Net Promoter Score (NPS) significantly. We also grew our market share in Irish mortgages and SME lending, made good progress in the reshaping of our UK business, and further reduced costs. Today, we are setting out our plans to go further, with a new cost target for 2023.
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