Employee Opinion Survey Results Highlights Lending Services 2012 Auth: People Research Associates Ltd Normative Values © PRA Ltd December 2012 GFS

Employee Opinion Survey – Lending Services 2012 GFS Summary & Highlights Overall results are good There is some evidence of levelling off of scores Innovation, in particular, is strong Job satisfaction results show a decline, as do engagement scores Compared to the UK we are performing well in many areas Globally we lag in performance in some areas 2

Employee Opinion Survey – Lending Services 2012 GFS Innovation Communication GFS group Leadership Customer Focus Respect & Diversity Image & Competitive Position Efficiency Recognition & Reward Leadership Cooperation & Working Relationships Employment Security Performance Management & Development Workload & Work Life Balance Managing People and Change Job Satisfaction & Engagement Overall scores Lending Services 2012 vs. Lending Services

Employee Opinion Survey – Lending Services 2012 GFS % Total Favourable Diff vs Management of change in Lending Services is good. 584 As a result of the previous surveys, significant actions have been taken. 564 There is too much unnecessary paperwork in my job. 673 How does Lending Services compare with its competitors on each of the following: Quality of products. 503 It is easy to get things done in Lending Services. 713 I am frequently worried about the following: The future of the GFS Group. 882 I am frequently worried about the following: The future of GFS Lending Services. 762 Lending Services has established a climate where people can challenge our traditional ways of doing things. 672 As a result of Innovation, Efficiency in Lending Services has improved. 502 The people I work with are willing to help each other, even if it means doing something outside their usual activities. 931 Top Ten Improvements versus

Employee Opinion Survey – Lending Services 2012 GFS % Total Favourable Diff vs There are usually sufficient employees in my department/unit to handle the workload Recent reorganisations in my department/unit have been well planned Morale in my department/unit is generally high I feel well supported by Lending Services outside of my role I would recommend Lending Services as a good place to work This Business is taking the right steps to improve its efficiency I think Lending Services is doing a good job of: Retaining its most talented people Recent reorganisations in my department/unit have: Been well implemented I am frequently worried about the following: The future of my department/unit Do you intend to be working in Lending Services [or another part of the GFS group] in 2 years Shaded box = a statistically significant change Bottom Ten Declines versus

Employee Opinion Survey – Lending Services 2012 GFS Lending Services versus UK and Global Financial Services Norms Lending Services 2012 vs. UK Financial Services Norm Communication GFS Group Leadership Image & Competitive Position Workload & Work Life Balance Innovation Respect & Diversity Division Leadership Recognition & Reward Cooperation & Working Relationships Managing People and Change Efficiency Performance Management & Development Customer Focus Job Satisfaction & Engagement Employment Security Lending Services 2012 vs. Global Financial Services Norm n/a 6

Employee Opinion Survey – Lending Services 2012 GFS Lending Services versus Global High Performance Companies Norm in 2012 and 2011 Lending Services 2012 vs. Global High Performance Norm 2012 Employment Security Communication Innovation Workload & Work Life Balance Cooperation & Working Relationships Respect & Diversity GFS group Leadership Managing People and Change Efficiency Recognition & Reward Division Leadership Customer Focus Performance Management & Development Image & Competitive Position Job Satisfaction & Engagement Lending Services 2011 vs. Global High Performance Norm

Employee Opinion Survey – Lending Services 2012 GFS % Favourable Response % Unfav. Response % ?Difference 23 18* 19* 17* 26 21* 20* 16* Empathy and Motivational Style slipping Senior management of my Business is interested in the well-being of employees. The management style in Lending Services encourages employees to give their best. Lending Services 2012 Lending Services 2011 GFS group 2012 Global High Performance Companies Norm 9 10* 11* 10 13* 12* 11* 7678 Upper Quartile Global High Performance Companies Norm 8

Employee Opinion Survey – Lending Services 2012 GFS % Favourable ResponseDifference Ability to manage change is viewed less favourably Been well-implemented Been well-planned Recent reorganisations in my department/unit have Lending Services 2012 Lending Services 2011 GFS group 2012 Global High Performance Norm 9

Employee Opinion Survey – Lending Services 2012 GFS More inclined to say Pace of Change is too fast The current pace of change in Lending Services is: % About RightDifference Too Slow Too Fast No Opinion Lending Services 2012 Lending Services 2011 GFS group 2012 Global High Performance Companies Norm 10

Employee Opinion Survey – Lending Services 2012 GFS % Favourable ResponseDifference Attracting and retaining talent lags High Performance Norm Recruiting the right people for its future needs Retaining its most talented people I think Lending Services is doing a good job of: 7061 Lending Services 2012 Lending Services 2011 GFS group 2012 Global High Performance Companies Norm Upper Quartile Global High Performance Companies Norm 11

Employee Opinion Survey – Lending Services 2012 GFS Engagement is the state of emotional and intellectual commitment to Lending Services. We measure this through 6 questions, grouped into 3 categories: SAYSTAYSTRIVE Consistently speaks positively about the organisation to colleagues, potential employees and customers I would recommend Lending Services as a good place to work Given the opportunity, I tell others great things about working here Definition Survey Questions Has an intense desire to be a member of the organisation It would take a lot to get me to leave Lending Services I hardly ever think about leaving Lending Services to work somewhere else Exerts extra effort and engages in behaviours that contribute to business success My unit really inspires me to do my best work every day My unit motivates me to contribute more than is normally required to complete my work Engagement in Lending Services 12

Employee Opinion Survey – Lending Services 2012 GFS Engagement index scores declined and are behind the GFS group % Fav. Diff. vs Diff. vs. GFS group Diff. vs. GHPN SAY I would recommend Lending Services as a good place to work Given the opportunity, I tell others great things about working here n/a STAY It would take a lot to get me to leave Lending Services 62 n/a I hardly ever think about leaving Lending Services to work somewhere else 55-2n/a STRIVE My Business motivates me to contribute more than is normally required to complete my work n/a My Business really inspires me to do my best work every day 63-6 n/a 13

Employee Opinion Survey – Lending Services 2012 GFS Not Striving, May Stay Disengaged Engaged Striving, May Leave 47%19%14%20% Lending Services %20%13%23% Lending Services %21%12%18% GFS group 2010 Engagement Clusters in Lending Services 14