2

Clarify

Communicate

Align

82% staff satisfaction

Orientation programme

Internal comms framework

< 90% resident satisfaction

< 30 NPS

494 settlements

97% occupancy

Deliver 200 new units

WHAT

To be the best values-led customer centric operator in NZ by end June 2015:

1. Enhance stakeholder experience through uplifting MET culture

2. Achieve best practice within the portfolio to optimise net operation cash flow

3. Maximise operational ROI in our care facilities & care services

4. Develop and sell innovative, sustainable & integrated retirement villages

HOW

Teamwork Integrity

Respect Passion

WHY

The happiness of people is at the heart of what we do and why we do it. But what’s

unique about Metlifecare is that we empower people to find that happiness for

themselves. We provide a supportive environment where people can choose to

be the very best version of themselves.

• Drive occupancy – An increase in qualified enquiries (online space) – Improved SA occupancy

• Strengthen our brand

– Jude Dobson relationship – New website – Trusted Brands – Clear Metlifecare story / linking visual elements (hearts) to our story

• New development stock sell-down

– ORC – GNG – POY – COS – CWD – AVE – SOM

• Enhance staff experience of Metlifecare

– Refreshed Orientation programme – Establish internal comms framework – Support Office move – Improved Village Green (look & feel, infographics KPI dashboard, news/sharing section) – First Values report available in Aug14

3

4

5

6

7

“I have seen their new complexes and they are luxurious, they seem to deliver what they advertise.”

“Had family member at an Oceania hospital care level. Great people but over worked and limited resources.”

“What I have seen of them makes me feel comfortable about sending family into their care.”

“I’m not sure if it is the same group as Radius Pharmacies, but because of the name I would associate it to be more trusting.”

“Only ever known anyone to be there.”

“This is the retirement village I am in and am very happy.”

“My experience of others' ownership is of very satisfied ownership.”

KPI FY12 TGT

FY12 ACT

FY13 TGT

FY13 ACT

FY14 TGT

FY14 ACT

FY15 TGT

Occupancy level

93.3% ILU = 94% SA = 88%

95.6% ILU = 97% SA = 89%

97% ILU = 97% SA = 97%

96% ILU = 97% SA = 88%

97%

Settlements 340 330 524

537

450 460 494

Applications 425 425 663 619 595 613 674

Leads (MKTG) 3,032 2,610 4,105

4,720 4,016 4,452 7.26 / apl

4,716 7/apl

Sales conversion

80% 78% 79% 87% 76% 75% 73%

• To be the best values-led customer centric operator in NZ by end June 2015 that is true to its brand.

• Deliver effective (high quantity / quality of leads) and efficient (low cost per lead) marketing activity to achieve pre-sales, sales & resales settlement targets