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For the second time now, the ING Bank Śląski S.A. Group has compiled the annual report in line with the best global practices of integrated reporting. To help readers use the interactive tools, we prepared a user guide with key features. We encourage you to watch a short animated video before reading the report.

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Key non-financial performance indicators of ING Bank Śląski S.A. Group

2017 2016 Change

2017 to 2016

Number of clients per FTE 575 542 +6.1%
Commercial balance per FTE (PLN million) 24.3 22.0 +10.3%
The average duration of the Fast Track process to the decision with limits (working days1) 1.69 1.98 -14.6%
Share of online credit requests in the corporate segment (%) 93.1% 91.2% +1.9 p.p.
Online service platform availability (%) 66.2% 41.4% +24.8 p.p.
Online service platform availability (%) 99.8% 99.9% +0.1 p.p.
Share of transfers placed by electronic banking (%) 99.9% 99.6% +0.3 p.p.
Average speed of answer by the Contact Centre advisor (seconds) 20 24 -16.7%
Contact Centre first call resolution share (%) 80% 82% -2 p.p.
Share of complaints handled within 24 hours (%) 56% 64% -8 p.p.
Average power consumption per employee (kWh)) 3,939 4,119 -4.4%
Average water consumption per employee (m3) 6.9 7.7 -10.4%

 

1one working day is 9 hours of work time

Key non-financial performance indicators of ING Bank Śląski S.A. Group

2017 2016 Change

2017 to 2016

Number of clients per FTE 575 542 +6.1%
Commercial balance per FTE (EUR million) 5.8 5 17%
The average duration of the Fast Track process to the decision with limits (working days1) 1.69 1.98 -14.6%
Share of online credit requests in the corporate segment (%) 93.1% 91.2% +1.9 p.p.
Share of cash loans sold online in the retail segment (%) 66.2% 41.4% +24.8 p.p.
Online service platform availability (%) 99.8% 99.9% +0.1 p.p.
Share of transfers placed by electronic banking (%) 99.9% 99.6% +0.3 p.p.
Average speed of answer by the Contact Centre advisor (seconds) 20 24 -16.7%
Contact Centre first call resolution share (%) 80% 82% -2 p.p.
Share of complaints handled within 24 hours (%) 56% 64% -8 p.p.
Average power consumption per employee (kWh) 3,939 4,119 -4.4%
Average water consumption per employee (m3) 6.9 7.7 -10.4%

1one working day is 9 hours of work time

Key non-financial performance indicators of ING Bank Śląski S.A. Group

2017 2016 Change

2017 to 2016

Number of clients per FTE 575 542 +6.1%
Commercial balance per FTE (USD mln) 7 5.3 32.5%
The average duration of the Fast Track process to the decision with limits (working days1) 1.69 1.98 -14.6%
Share of online credit requests in the corporate segment (%) 93.1% 91.2% +1.9 p.p.
Share of cash loans sold online in the retail segment (%) 66.2% 41.4% +24.8 p.p.
Online service platform availability (%) 99.8% 99.9% +0.1 p.p.
Share of transfers placed by electronic banking (%) 99.9% 99.6% +0.3 p.p.
Average speed of answer by the Contact Centre advisor (seconds) 20 24 -16.7%
Contact Centre first call resolution share (%) 80% 82% -2 p.p.
Share of complaints handled within 24 hours (%) 56% 64% -8 p.p.
Average power consumption per employee (kWh) 3,939 4,119 -4.4%
Average water consumption per employee (m3) 6.9 7.7 -10.4%

1one working day is 9 hours of work time

 

More non-financial indicators, including the efficiency ones, can be found in Chapter “About us” in item “What makes us stand out” and in Chapter “How we create value” in item “Value creation model”.

 

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