ING GROEP N.V. 
ING Investor Update 2022 Retail Banking
13 June 2022
Serving 37 million customers in 11 countries
A diversified footprint | Provides for well-balanced growth | |||||||||||
Total retail customers* 1Q2022 (in mln) | Total customer balances including assets under management and | |||||||||||
e-brokerage (in € bln) | CAGR | |||||||||||
0.2 | ||||||||||||
+4.4% | 1,198 | |||||||||||
1,010 | ||||||||||||
197 | ||||||||||||
127 | 553 | |||||||||||
NPS #1 in 6 | 475 | |||||||||||
2.8 | 408 | 448 | ||||||||||
out of 11 countries | ||||||||||||
2017 | 2021 | |||||||||||
Customer lending | Customer deposits | Off-balance sheet | ||||||||||
7.7 | With all geographies contributing | |||||||||||
8.4 | 4.2 | Total retail customers* 1Q2022 | Total income 2021 | |||||||||
2.7 | 21% | |||||||||||
# of customers* | 1.6 | 29% | 35% | |||||||||
1.2 | ||||||||||||
37 | €12.3 | |||||||||||
50% | 7% | |||||||||||
4.2 | mln | bln | ||||||||||
4.5 | ||||||||||||
22% | 16% | |||||||||||
20% | ||||||||||||
Retail Netherlands | Retail Belux | Retail Germany | Retail Other C&GM** | |||||||||
* Private individual customers | 2 |
** Retail Other Challengers & Growth Markets includes Spain, Italy, Poland, Romania, Turkey, Philippines and Australia |
A track record of delivering value
Superior customer experienceDigital leadership
+2.9 mln primary | 91% interactions |
customers | via mobile |
+5.8% CAGR 2017-2021 | in 2021, versus 63% in 2017 |
Return on equity
15.8%
average over 2017-2021
based on 12.5% CET1
Non-liability income*Cost discipline
€+2.0 bln | -6 bps costs over |
+5.6% CAGR 2017-2021, helping to | customer balances** |
absorb loss of liability NII | in 2021 versus 2017 |
* Total income excluding net interest income on liabilities | 3 |
** Total expenses excluding regulatory costs and incidental items over average customer balances |
Mastering digital leadership is our bread and butter
Mobile is the main channel | And is becoming more personalised | |
Total number of interactions with ING (in bln) | % personalised customer interactions |
x2.3 | x3 | ||
6.9 | 26% | ||
3.0 | 91% | 9% | |
63% | |||
2017 | 2021 | 2018** | 2021 |
Mobile
Mobile-only active customers
Helping to boost mobile sales
Mobile sales*
x3.5 | |
97 | |
47% | |
of sales | |
28 | is mobile |
2017 | 2021 |
Digital sales*
19% | 51% | 148 | 163 |
2017 | 2021 | 2017 | 2021 |
* Number of non-deposit sales per 1,000 active customers | 4 |
** First year when measurement was introduced |
Providing a superior customer experience is in our DNA
A superior customer experience
Relevant
Easy
Personal
Instant
Supported by digital capabilities
Personalised interactions
Green products
Mobile onboarding
Mobile engagement and sales
Chat
Mobile first, assisted channels
where needed
Straight-through-processing
24/7 availability
Leads to a higher NPS and more primary customers
NPS ambition
#1 NPS in all countries
Primary customers
>17 mln by 2025
5% annual growth
Creating more value
Primary customers...
- …interact 4x more
- …buy 2x more products
- ...are 10x more loyal
- ...are 3x more profitable
5
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ING Groep NV published this content on 13 June 2022 and is solely responsible for the information contained therein. Distributed by Public, unedited and unaltered, on 13 June 2022 06:12:05 UTC.
