Customers name ING World’s Best Bank 2024

23 April 2024 ... min read

Digital, customised, and trustworthy. These are essential attributes customers are looking for from their banks. Catering to these needs consistently – digitally and in-person – is no easy feat, but ING appears to have done so, earning it the title of World’s Best Bank in four countries, according to Forbes.

More than 49,000 people across 33 countries participated in a survey by Forbes and market research company Statista, which ranked ING number one in Australia, Germany, Poland, and Spain. Participants rated banks in five areas: trustworthiness, terms and conditions, customer service, digital services, and financial advice. Forbes made the announcement on 16 April in an article World’s Best Banks.

So, how has ING earned the trust of customers? According to respondents, one particularly appealing feature of ING is our customised accessibility to customers, “available wherever they ask us to be,” said Ignacio Juliá, CEO of ING Spain & Portugal.

“Our customers can do everything through digital channels, but we do not neglect human contact with other channels to accompany our customers,” said Ignacio.

In Germany, ING prides itself on truly listening to what they need and regularly releasing new digital features, said Daniel Llano, head of Retail Banking at ING in Germany.

“We integrate our customers’ feedback from various sources into our daily work and actively use it to constantly improve and create a superior experience. We want to engage with our over nine million German retail customers at every stage of their life.”

Pinar Abay head of Global Retail Banking said the title of the World’s Best Bank was a wonderful honour and paid tribute to colleagues in Australia, Germany, Poland and Spain.

“I am so pleased that the customers interviewed by Forbes rated us so highly.

“Being a digital leader means we are a part of people’s daily lives. With that comes the responsibility of taking the friction out of banking and making our customer’s lives easier. This recognition is an extra encouragement to continue with even more dedication,” said Pinar.

Germany ‘Most Popular Bank’ for 18 consecutive years

Meanwhile, ING has again been awarded the most popular bank in Germany for the 18th consecutive year by business magazine €uro, who surveyed around 110,000 respondents.
“Defending this title year after year over such a long period of time makes me incredibly proud and grateful,” said CEO of ING in Germany Nick Jue.

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