|Customer satisfaction maintenance: TOP 1 in NPS global, NPS Service Quality at Branch at 60%
||In 2017, we reached a very good result of 59%.
In January 2018, we will modify the survey to better adjust it to our priorities and way of working, and so that we can better listen to the voice of clients.
|Maintenance of corporate and strategic clients’ satisfaction, higher NPS
||In 2016, we started to regularly analyse the NPS indicators for selected services and processes, adding successively client-Bank points of contact: account opening, online banking usage, contact with the telephone support Business Centre.
The percentage of companies assessing co-operation with the Bank at least at the level of 8 (8, 9 and 10) in the scale from 1-10 was 75% versus 76% in 2016. However, it was higher than the market by 12%.
NPS in the mid and big companies sub-segment remained flat at 36, versus 37 in 2016.
|Increase in the number of educational actions’ beneficiaries
||Partnerships with organisations specialising in financial education of children and youths.
In 2017, we started to cooperate with the Center for Citizenship Education within the Entrepreneurial Youth programme. The programme was attended by 610 participants from 130 schools. We supported the programme also in terms of its content by adding a training module on sustainability.
As part of the joint programme of the financial services sector Bankers for Financial Education of Teenagers, BAKCYL,
organised by the Warsaw Institute of Banking,
ING volunteers held 294 lessons for on average 21 participants; it means that lessons were held for 6,111 participants. Our Bank was honoured as a partnership bank for participation in the BAKCYL programme during the first Financial Education Congress on 28 March 2017. The most active volunteers that held over 20 lessons were also recognised.
In cooperation with another partner– Spring Association – we delivered two programmes:
- Noble Box – 1,370 trained volunteers, 103 training courses; in the programme volunteers worked with families on developing family budget planning skills.
- Academy of the Future – we were a patron of 10 schools across Poland – to support children development and help them overcome school difficulties.
In the voluntary activity competition, organised together with the ING for Children Foundation – Good Idea, in 2017 ING volunteers organised in total 68 projects, out of which 38 were financial education projects.
Our Bank partnered in international conferences that addressed topics on financial education, modern banking, the economy of value or sustainability – European Economic Congress, Open Eyes Economy, Start-up Days, Impact Fintech. In May 2017, ING Poland organised an international programming marathon that gathered 400 coders under the slogan “how does the open ecosystem of financial services look like”.