Organizational targets and results

Results for the targets marked with a ◇ directly influenced senior management’s incentive pay and the amount of profit shared with employees. There was a corresponding payout range for each target based on whether we met, exceeded or fell short of the target.

KPMG LLP verified our 2019 organizational results and commitments (see below). For an explanation of our performance, please refer to the relevant pages of Section two. For details on methodology and definitions, refer to the accountability statements and the glossary available online at

For our 2020 targets, see page 41.

Target Target 2019 2018 2017 Progress
◇Membership count 544,5501 543,621 533,9361 525,506 Not met
◇Member satisfaction with overall service delivery (members who rate us 9 or 10 out of 10) 54% 53% 49% 51% Not met
◇Likelihood to recommend 63% 55% 48% 56% Not met
Employee engagement 72% 62% 69% 58% Not met
◇Return on average members’ equity (ROME) – business results 7.2% 5.6% 7.9% 9.3% Not met
ROME after Shared Success distributions to members and communities 5.7% 4.5% 6.3% 7.6% Not met
◇Triple Bottom Line Assets under Administration (TBLAA) 27.0% 27.6% 25.1% 23.2% Met
1 2018 membership has been restated to align with current year methodology and 2019 target decreased correspondingly.


In addition to our top organizational targets, we set management targets and make commitments to improve our performance and impact.

Target Target 2019 2018 2017 Progress
Employees who self-identify as Indigenous 2.1% 1.4% 1.6% 1.1% Not met
Greenhouse gas emissions
≤4,500 3,984 4,558 4,567 Met
Carbon neutral Carbon neutral Carbon neutral Carbon neutral Carbon neutral Met
Employee carbon footprint
(tCO2e per FTE)
1.5 by 2030 1.7 1.9 2.0 On track
Waste diverted from landfill1 Set a baseline 100% 99% n/a Met
Water use per employee
Set a baseline 11.0 12.8 n/a Met
Living wage employer Recertify Recertified Recertified Recertified Met
People assisted with products and services designed to provide access to basic financial services, affordable housing, credit and credit repair 35,000
by 2030
18,4442 27,552 22,695 On track

1 Calculated for Vancity Centre and 54 of our 60 branches. See accountability statements for details.

2 Current year figure is not comparable to prior years due to the unavailability of 2019 Visa data caused by a system change.