1. National Australia Bank
Crisis Analysis
Crystal Sowah

2. About NAB
• NAB is one of the largest financial institutions
in Australia
• Founded 1893
• Headquartered in Melbourne, Australia
• 40,000 people operating over 1,800 branches
and service centers, and over 4,600 ATM’s
across 10 countries
• CEO: Cameron Clyne; Chairman: Michael
Chaney

3. NAB’s Goal
• The goal of the organization is to deliver
sustainable, satisfactory returns to
shareholders.
• NAB practices Corporate Responsibility: doing
the right thing for their customers, employees
and community.

4. NAB Services
• Consumer banking
• Business banking
• Wholesale banking
• Wealth management
• Insurance
• Much more

5. 2011 NAB Crisis
• Payment Processing Problems from April 14-
15
• Customers expecting payments never received
them
• NAB rivals affected as well

6. 2010 NAB Crisis (in comparison)
• Similar crisis occurred in 2010: NAB faced a
failure with the computer payment system
• Largest electronic problem the bank ever
faced
• Payments to customers and other banks were
thrown into chaos because of NAB crisis
• Lasted 2 weeks

7. Organizational Response
• Used mediums such as: twitter, company
website, media messages to relay message
• Message 1: NAB expressed that there was a
delay in payment processing and they were
researching what the problem was.
• Message 2: They had identified the problem
and were working to rectify it.
• Message 3: All accounts had been restored

8. Media Response
• Response limited due to lifespan of the crisis
• Stories published from:
– Sydney Morning Herald
– The Australian Newspaper
– The Age Newspaper
• Stories were neutral

9. Stakeholder Response
• Stakeholders expressive about inconvenience
via twitter
• Customers were irritated because the crisis
forced some to pay for bills late
• NAB rivals quickly moved to address their
customers concerns.

10. Pros and cons of 2011 crisis
Pros Cons
• Immediate communication • Post-crisis tactics not
with customers once crisis apparent- No mention of
struck next steps after crisis to
• Responded to complaints make sure it wouldn’t
on twitter happen again
• Did not show enough
empathy- no apology in
media statement

11. Conclusion
• NAB came off as an organization that is stuck
in its ways.