How we create value

... min read Listen

As a global bank we bring more to society than just our financial value. Value is created through our business model, where we transform various inputs, or capitals through business activities and interactions to produce outputs and outcomes that create value over the short, medium or long term. Our value creation model is a simplified way of showing how we create value for and with our stakeholders.

Value Creation Model

Inputs

As a financial institution, our input is across various capitals

Financial resources

As a bank, our value chain involves the inflow and outflow of money. We facilitate payments and transactions.

  • €50.9 bln shareholder’s equity
  • €726.6 bln subordinated loans, debt securities issued and customer deposits (incl. from banks)

People

We believe that in addition to assisting customers a bank should also provide employees the means to be the best they can be.

  • 54,000+ employees
  • €87 mln invested in employee training and development

Knowledge & expertise

We conduct research, refine expertise and innovate to enhance customer experience and/or move beyond traditional banking

  • >€24 mln invested in new technologies through ING Ventures
  • 6,941 employees trained in PACE

Network & connections

Our activities are often carried out through relationships with other stakeholders.

  • 12.5 mln primary customers
  • >26,000 procurement suppliers

Business Model

Empowering people to stay a step ahead in life and in business

Outputs

Our value output is even broader than our inputs, affecting the environment for example.

Financial resources

  • €2.6 bln paid to shareholders in dividends
  • €2.9 bln paid in interest to bondholders

Outcome

Return for investors
11.2% return on equity

SDG Relevance

People

  • €5.4 bln in salaries and benefits to employees
  • 71% sustainable employee engagement score

Outcome

Fast and efficient access to banking services
99.7% retail system availability NL & BE.

SDG Relevance

Knowledge & expertise

  • 4.2 mln customers and consumers reached with Think Forward Initiative insights
  • 349 ideas submitted to Innovation Bootcamp
  • >150 fintech partnerships

Outcome

Empowered customers
25 mln ING customers who feel financially empowered.

SDG Relevance

Network & connections

  • €2.4 bln paid to suppliers
  • €2.4 bln paid to governments in income and bank taxes

Outcome

Economic value shared
€14.9 bln shared with suppliers, employees, shareholders

SDG Relevance

Environment

  • €100 mln committed to environmental scale-ups (Sustainable Investments)
  • €16.5 bln Climate Finance lending portfolio, including €9.2 bln low-carbon buildings financed

Outcome

Cleaner, greener environment
€600 bln committed to be steered towards Paris Agreement goals

SDG Relevance

Back to top