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This article is part of ING's Annual Review 2015.
read the 2015 Annual review
1 The leverage ratio is calculated using the published IFRS-EU balance sheet, in which notional cash pooling activities are netted, plus off balance-sheet commitments. The pro-forma leverage ratio of ING Bank, taking into account the combined impact of grossing up the notional cash pool activities and the alignment with the Delegated Act (which was adopted in January 2015) is 4.1%, an increase of 0.5 percentage point compared with year-end 2014.
2 Customer lending is defined as: loans & advances to customers -/- securities at amortised costs and IABF -/- provision for loan losses.
3 Our Net Promoter Score (NPS) rankings are based on a rolling average of NPS results calculated over the four quarters of 2015.
4 As at 31 December 2015.
5 2014 data has been restated to reflect improvements in data-gathering and measurement in Belgium, the Netherlands, Romania and Luxembourg during 2015, and to ensure accurate historical comparison.