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Includes Business Banking (deposit and loan/line of credit) and Ink (card; excludes partner and commercial) households. As a result of a change in household methodology in 2019, ~200K partner cards are no longer included\n2. Users of all web and/or mobile platforms who have logged in within the past 90 days\n3. Users of all mobile platforms who have logged in within the past 90 days\n4. Loan sales for FY18 and FY19. Reflects unpaid balances (UPB) at the time of sale\n5. Excludes the impact of purchased credit-impaired (“PCI”) loans and reperforming and non-performing loan sales\n6. Excludes the impact of retail overdraft losses. CBB’s reported NCO rate, including retail overdraft losses, was 1.11% in 2019\n7. In Card, expect modestly higher loss rates on mix as newer vintages season and become a larger part of the portfolio\n8. Net revenue rate reflects the Credit Card business only. 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Cost to serve defined as total CCB expense less investments, auto lease depreciation, legal losses, FDIC surcharge, and geography-related impacts. Cost to serve efficiency ratio reflects cost to serve expense divided by revenue net of auto lease depreciation. For purposes of cost to serve efficiency, auto lease income is considered on an economic basis\n2. Includes employees and contractors. 2014 excludes Commercial Card headcount. During 3Q18, ~1,200 employees transferred from CCB to CIB as part of the reorganization of the Commercial Card business\n3. Reflects transactions within Consumer Banking. Represents change between 2014 - 2019\n4. Productivity defined as number of units (Card active accounts, Consumer & Business Banking accounts, and Home Lending and Auto loans serviced) per operations FTE. Represents change between 2014 - 2019\n5. Reduction in operations headcount between 2014 - 2019\n6. 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Novantas 2019 US Shopper Survey. Calculation derived from responses from 5,580 prospective switchers...\n2. Percentage change in attrition rate between 2014 - 2019 for Consumer Bank deposit households...\n3. Retention based on mature attrition...\n4. An engaged Card customer is defined as an account with payment rate >15% in the last 6 months", "attrs": null, "canon": { "kind": { "name": "List", "slug": "list", "status": "active", "canonId": "019de52c-f94b-779b-a53b-fd4904a5f4d2", "version": 1, "description": "Bullet or numbered list." }, "tool": null, "subkind": { "name": "Numbered list", "slug": "numbered", "status": "active", "canonId": "019de52c-fcc0-7718-a284-a4250c805df2", "version": 1, "description": null }, "framework": null }, "subkind": "numbered", "groupRole": null, "confidence": null, "extraction": { "at": "2026-05-02 17:55:47.697+00", "model": "google/gemini-3.1-flash-lite-preview-20260303", "runId": null, "seconds": null, "promptVersion": null }, "componentId": "35e4ea34-96c3-4990-ac6c-3f1f2bf75299", "parentComponentId": null }, { "bbox": { "h": 0.07, "w": 0.905, "x": 0.047, "y": 0.06 }, "kind": "title", "text": "Notes on slide 8 – Investments in our holistic customer value proposition deliver shareholder value through the cycle", "attrs": null, "canon": { "kind": { "name": "Title", "slug": "title", "status": "active", "canonId": "019de52c-f7dd-76d9-b848-b1f12bd85cf4", "version": 1, "description": "Slide title or headline." }, "tool": null, "subkind": { "name": "Headline", "slug": "headline", "status": "active", "canonId": "019de52c-fae1-7463-9a7c-d60668eced0d", "version": 1, "description": null }, "framework": null }, "subkind": "headline", "groupRole": null, "confidence": null, "extraction": { "at": "2026-05-02 17:55:47.697+00", "model": "google/gemini-3.1-flash-lite-preview-20260303", "runId": null, "seconds": null, "promptVersion": null }, "componentId": "8dbcac5a-619c-42e1-b53d-de3a1e77dc5a", "parentComponentId": null } ], "metrics": [], "tools": [], "frameworks": [], "arcBeats": [ { "to": 52, "arc": { "name": "The Consultant's Gambit", "slug": "consultants-gambit", "status": "active", "bestFor": "Business cases, project proposals, strategic recommendations", "canonId": "019dd956-5e0a-73c8-b305-81c38c959e9c", "version": 1, "bodyDocId": "019df22a-2356-73eb-8061-d8c81dc0aa49", "structure": "Situation & Context -> Problem & Complication -> Solution & Approach -> Evidence & Proof -> Impact & Next Steps", "description": null, "familyLabel": null }, "from": 21, "name": "Impact & Next Steps", "beatId": "ad3b6325-e831-4b0c-a2ee-15c5d9507c4c", "matchId": "b5b14e59-f3f9-4705-9d14-b99b5a8f8a34", "beatType": { "name": "Impact & Next Steps", "slug": "consultants-gambit-impact-next-steps", "status": "active", "canonId": "019dd9b8-0849-7728-9ee9-fd1609c4c655", "version": 1, "description": null }, "evidence": "The presentation concludes with key takeaways, a summary of progress, and next steps.", "position": 3, "isPrimaryArc": true, "parentBeatType": { "name": "Resolution", "slug": "resolution", "status": "active", "canonId": "019dd9b8-045d-703b-8dd7-e92aba3ba91b", "version": 1, "description": "How the deck ends. 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Based on 2019 sales volume and loans outstanding disclosures by peers (C, BAC, COF, AXP, DFS) and JPMorgan Chase estimates. Sales volume excludes private label and Commercial Card. AXP reflects the U.S. Consumer segment and JPMorgan Chase estimates for AXP's U.S. small business sales. Loans outstanding exclude private label, AXP Charge Card, and Citi Retail Cards\n2. Kantar 2019 Retail Banking Monitor (~3K surveys per quarter or ~12K per rolling 4 quarters). Data is based on Chase footprint, excluding recent expansion markets. Calculations derived from the following questions: \"Which banks do you have a relationship with?\" and \"Which is your primary bank?\"\n3. Barlow Research Associates, Primary Bank Market Share Database as of 4Q19. Rolling 8-quarter average of small businesses with revenues of $100K - <$25mm\n4. Inside Mortgage Finance as of 4Q19\n5. Experian AutoCount data for 4Q19. Reflects financing market share for new and used loan and lease units at franchised and independent dealers\n6. Compares response to Consumer Bank marketing offers from existing Chase lending customers to response from pure prospects in expansion markets. Based on a campaign that ran from September 2019 through December 2019. Comparable response rate in all markets is 3x, as seen on slide 18\n7. Matched pairs analysis comparing average product attrition rates of customers with one product (Card-only or Consumer Bank-only) or two (both Card and Consumer Bank) in 2017 - 2018\n8. Matched pairs analysis of deposit & investment (D&I) balance performance in 2018 for affluent customers who got a Chase vs. a competitor mortgage. 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Represents average deposit balances\n2. Represents end of period investment balances\n3. Consumer Bank users of all web and/or mobile platforms who have logged in within the past 90 days\n4. Includes households across the firm's businesses who visited a branch at least once during 2019\n5. Barlow Research Associates, Primary Bank Market Share Database as of 4Q19. Rolling 8-quarter average of small businesses with revenues of ~$100k - <$25mm\n6. Decrease in annual variable cost per Consumer Bank households from 2014 - 2019. Includes variable everyday branch transaction cost (includes cost of FTE), cost of other transactions, variable account servicing costs, and variable risk and compliance costs\n7. Consumer Bank customers. 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FDIC 2019 Summary of Deposits survey per S&P Global Market Intelligence. Includes a $500mm 10-year exclusion for growth (excluded branches are assumed to include a significant level of commercial deposits or are headquarter branches for direct banks). Includes all commercial banks, savings banks, and savings institutions as defined by the FDIC\n2. 2019 McKinsey Wealth Management Survey. Includes private banks, brokers, and direct / discount brokers. Inclusive of market performance and net flows\n3. Overall satisfaction (“OSAT”) is measured on a scale of 1 to 10. Score calculated as share of “9” and “10” responses as a % of total responses. Consumer Banking metric based on customer surveys conducted after a visit to a Chase branch each year. Customers rate satisfaction with their branch interaction. 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Represents 2019 share of general purpose credit card (\"GPCC\") spend, which excludes private label and Commercial Card. Based on company filings and JPMorgan Chase estimates\n2. Represents 2019 share of loans outstandings, which excludes private label, AXP Charge Card, and Citi Retail Cards. Based on company filings and JPMorgan Chase estimates\n3. Represents 3Q19 share for spend-based top of wallet. Chase figures and Industry benchmark based on Argus data. Data excludes: small business, private label, secured and charge cards as well as the Chase Disney co-brand portfolio. Industry benchmark reflects top 6 peers\n4. As of January 2020\n5. Based on The Points Guy monthly valuation as of January 2020. Tied for #1 among large bank issuers with AXP. Additional issuers included are Citi, U.S. Bank, Wells Fargo, Capital One, Bank of America, Barclays, Discover\n6. Based on Visa data, Chase Credit Contactless Issuance compared to top 5 Visa credit issuers\n7. 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