2016 Annual Report - Accelerate
We’re all busier than ever before. The pace of change is increasing. This creates challenges for people but also offers new opportunities to serve them better. New trends are
Net result ING Group+ 16 %
Underlying net result Banking+ 18 %
ING Group's underlying return on equity+ 10.1 %
Fully loaded CET 1 ratio ING Group14.2 %
Underlying cost/income ratio ING bank54.2 %
Net Promoter Score Retail BankingTop Ranking
Sustainable transitions financed34.3 bln
Sustainable assets under management3.3 bln
CO2e emissions74 kilotonnes
Customers felt financially empowered23.9 mln
The year in fast-forward
Customer expectations are changing. So too is ING. In today’s switched on, plugged in world there’s no time for the mundane anymore. It requires new ways of doing things, also banking. ING is picking up the pace to meet these needs better and faster. In 90 seconds we give you some examples of what we did in 2016.
How we create value
The role of a financial institution is to support and promote economic, social and environmental progress leading to a better quality of life for people in society, while generating adequate returns for shareholders. This is what the value we create for and with our stakeholders, such as customers and shareholders, should be about. How we create value is illustrated in our Value Creation Model.
03 Feb 2016
Financial planning made easy
In Poland, a new electronic banking platform for customers was introduced taking the hassle out of managing personal finances. Moje ING (My ING) offers customers a simple overview of their finances, and access to an easy-to-use financial planning tool. Customers can also do all their traditional banking tasks.
13 Apr 2016
It’s ‘Ee En Ghee’!
The Bank celebrated its 25th year in March which was also a good time to reflect on a campaign to ensure that the Dutch public knew how to pronounce the new company’s name. Dutch actor André van den Heuvel starred in the campaign which was a great success. By December 1993, 83 percent of people were familiar with the new brand.
01 Jun 2016
‘I’m extrovert by nature’ – Isabel Fernandez
ING’s newest board member Isabel Fernandez reveals she’s an extrovert by nature and believes a leader’s role to energise and inspire a team. “I’m low on hierarchy and value result-based teamwork beyond the individual contribution,” said Isabel.
02 Jun 2016
Committed to the transition to a circular economy
ING made a commitment to stimulate the circular economy in June by joining the Ellen MacArthur Foundation as a corporate member. The foundation is the world’s leading platform on the subject, aiming to accelerate the transition to a circular economy.
21 Jul 2016
A new form of customer service
At a time when banking is becoming more digitalised, ING’s online communities have become a new form of customer service. Rather than contacting the Bank directly, more customers are opting to go to fellow customers to find answers to their money or banking problems. These are available in France, Italy, Poland and the Netherlands.
02 Sep 2016
Treasurers see the virtual reality of cash management
Helping company treasurers to make better financial decisions by gaining insight, access and control of their company’s cash position was the motivation behind the launch of Virtual Cash Management in August. With VCM, treasurers can manage their company’s cash across borders, using only a single bank account.
22 Sep 2016
Happy 40th, ATM
26 Sep 2016
Convenient withdrawals in Spain
ING in Spain’s new service ‘Twyp Cash’ was introduced in September allowing customers to withdraw money with their smartphone when paying for other purchases at more than 3,500 supermarkets and service stations.
03 Oct 2016
Emergence of convergence
At ING’s Investor Day in October, CEO Ralph Hamers announced an intention to start a path of convergence towards one digital banking platform. The aim would be for select countries to harmonise business models and develop shared operating platforms. From 2016 to 2021, Ralph announced an intention to invest EUR 800 million in the digital transformation.
18 Oct 2016
Yolt from the Blue!
In October, ING made a surprise return to the UK market with the launch of a free mobile app to help people keep track of their finances. Called Yolt is one of the first examples of a bank in the UK providing a platform for customers to manage money held by competitors.
08 Dec 2016
ING named Global Bank of the Year
ING scooped the pool at The Banker’s 2016 Best Bank Awards winning the Global Bank of the Year in London and best bank awards in the Netherlands, Belgium and Western Europe. Bank Vice-Chairman Koos Timmermans, who attended the ceremony in December said the awards recognise ING as a leading bank that is on the right track in today's fast changing world.