Financial empowerment

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Sustainability is inherent to our purpose of empowering people to stay a step ahead in life and in business.

We empower people by striving to make banking clear and easy, available anytime and anywhere and by making the right tools available at the right time.

This helps people make better financial decisions, both now and for the future.

Making better decisions improves people’s day-to-day finances, but we also believe financially empowered people contribute to a healthy economy and help drive social progress, leading to a self-reliant society. In this way ING promotes sustainable and inclusive economic growth as part of the UN’s Sustainable Development Goals.

So what does this mean? Here are some examples.

ING in Poland uses technology to help deaf customers, who previously needed an interpreter to help with their banking. Partnering with, ING is the first Polish bank to feature online sign language interpreters.

In the Netherlands, ING’s Financially Fit programme offers a broad set of products and services that support customers in making better financial decisions. For example, the ‘Kijk Vooruit’ forecasting tool gives an overview of planned and predicted transactions, giving users more control over their finances.

Turkey launched a YouTube channel called ‘Para Mevzuları’ (Money Stuff). Here ING shares videos that increase financial literacy by helping people understand more about money, saving and finances.

We offer a range of websites, blogs, tools, webinars and dialogue sessions to deliver on our promise, such as the Financially Fit Test, already available in several countries. In 2017, we launched the THINK website, where ING analysts share their insights on a range of economic and financial matters to help people make better decisions.

Young people

ING wants to positively impact communities both near and far from where we operate. We put an emphasis on young people, because to become a financially capable adult you need to start developing the right skills at a young age.

ING funds research, makes donations and shares knowledge and expertise. One example is BAKCYL, an initiative of the Warsaw Institute of Banking that has Polish colleagues teaching students about financial challenges.

Our Power for Youth partnership with UNICEF focuses on the critical development stage of children and adolescents in the 10-19 age group. We empower adolescents around the world by providing them with the knowledge, skills and tools they need so that they can be the future entrepreneurs, the future work force, and the future leaders of their countries.

We aim to provide banking services to people who have trouble receiving them because of social or economic reasons, such as with ING Groenbank’s impact finance and financial inclusion activities in developing economies.

Through the Think Forward Initiative, ING and partners want to gain a deeper understanding of the behaviour behind financial decision-making and then harness those insights to help people make financial decisions that are better for them, and ultimately better for society.

How are we doing?

We want to be sure our efforts are really driving sustained improvements in the financial behaviour of our customers and society. We measure our performance to make sure we’re helping more people to stay a step ahead each year.

  • Our ambition: make 32 million customers feel financially empowered by 2022 (changed from 34 million due to changes in our customer base and updated forecast figures)
    • Our performance in 2018: 25 million customers felt financially empowered (66% of our customer base). In 2017 this was 25.4 million, or 69%.
  • Our ambition: strive to achieve the highest net promoter scores in all retail banking businesses compared to our peers
    • Our performance in 2018: 7 out of 13 retail banking business units achieved 1st place
  • Our Power for Youth goal: empower adolescents around the world with the knowledge, skills and tools to create social change:
    • In 2018 ING raised €3.2 million in support of UNICEF programmes
    • Our 2015-2018 performance: 427,000 adolescents directly empowered. This means 92,000 more than the envisioned impact. Indirectly we reached 10.6 million adolescents.
      Our 2019-2020 goal is to directly empower 103,400 adolescents and indirectly 3.5 million.
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