About report

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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Integrated Annual Report
of ING Bank Śląski S.A. 2019

Customer opinion

Our mission is to support and inspire people to be one step ahead in life and business. In everybody’s life, roles in the society change: from a child, to student, parent, business person, Bank employee, our vendor or employee of another company until retiree. This is a certain trip during which clients will make various important private and business choices. We, as a Bank, help them in taking the best financial decisions for them. That is why we share knowledge and provide tools to our clients as well as solutions that are simple, useful and suited to their needs. We make them better understand their own financial situation.

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  • [103-1]
    Explanation of the material topic and its Boundary
  • [103-2]
    The management approach and its components

As promised, we offer simple and understandable Banking, we are available at any time and place, we support and inspire and we keep enhancing our products and services. Therefore, we approach our client service and experience in a comprehensive manner, offering both Banking products and services and services that go beyond traditional Banking.

It is important that the experience we deliver to our customers is not accidental. It is to respond to our clients’ needs. Sometimes it should be a positive surprise for clients.

Our actions:

  • we analyse clients’ opinions from various sources: online banking, Echo, social media, e-mails, NPS,
  • we make reports and publish a newsletter for retail entities,
  • we propose modifications to products, services, processes and in communication with clients,
  • we support and monitor the implementation of the proposed modifications,
  • we develop tools for efficient collection and management of retail clients’ opinions,
  • we automate the analysis of feedback from clients.

Clients’ opinions in numbers

In 2019, we recorded over 630 thousand clients’ opinions.

The opinions were primarily received over online banking, complaints and NPS. Most often clients wrote to us about accounts, devices (ADMs and ATMs) and cards.

Structure by source

Number of opinions by product groups

What was important for clients in 2019? (examples)
  • With respect to accounts, clients wrote inter alia about fees, commissions and FX transfers.
  • With respect to branches, clients provided us with suggestions on the opening hours of branches and voiced their highly positive opinions on client services. They usually stressed the reliability and professionalism of our staff who provided comprehensive information on the Bank's services and on the mobile application.
  • With respect to cards, clients wrote on card limits as well as fees on cards to accounts and on the time of card delivery and activation. They referred to card repayments, in particular updates of card balances after repayment.
  • With respect to loans, clients wrote about waiting for credit decisions and delivery of insurance policies to mortgage loans.
  • With respect to online and mobile Banking, clients wrote about changing telephone numbers for authorisation, opening trusted profiles, applications for 500+. Compared to previous years, there was less feedback on failures although the level was not satisfactory.

Complaints

Complaint handling is another opportunity for us to develop relationships with our clients and to offer positive experience to them. Complaints are reviewed in a dedicated unit – Client Service Centre – TeamING. Additionally, in certain instances, employees receiving complaints are entitled to review complaints positively at registration. In 2019, we reviewed 15% of complaints in that mode.

Customers may file complaints:

  • by phone – a dedicated infoline,
  • by e-mail – messages sent over Moje ING and the chat,
  • in writing by – letters sent to a dedicated address of the Bank,
  • personally – at any branch of our Bank.

In the complaint handling process, we are committed to speed and simplicity which are appreciated by our clients.

 

Complaints in numbers

44%

we considered complaints in 2019 on the same day*

65%

of the complaints in 2019 were revised on the second business day counting the day as the first business day counting the day of registration**

81%

of coustomers think we solved their case on first contact

42%

this is the NPS indicator for the complaint process for 2019

*on the same day – the time depends on the moment a complaint is received: – from Monday to Friday by 19:00 hours and from Saturday by 15:00 hours – on the same day – from Monday to Friday after 19:00 hours, on Saturdays after 15:00 hours and on Sundays and holidays – on the following working day.
**applies to all accepted client complaints.

Our clients’ opinions on the complaint handling process inspire as to take further actions:

  • we have provided our clients with a possibility to register on their own refund instructions of incorrectly sent transfers,
  • we have been focusing on developing robotisation and automation in the process.

We plan to continue work in those areas in 2020 by implementing new self-service solutions, including bots. Information on the complaint process, the form and deadlines for responses can be found on our website.

PACE methodology

PACE is ING’s own methodology to develop new products and services for clients and with clients. We have been carrying out project in accordance with the methodology since 2016. As a result, we are able to launch solutions that respond to our clients’ actual needs since we involve clients in the development process of products and services. We also apply the methodology when working on enhancements of what we have already been offering to customer, e.g. in payments. So far we have completed 80 initiates and implemented 50 solutions. More on the PACE methodology can be found in Way of Working on page 157.

Po prostu [just like that]

The language of finances is among the least understandable gobbledegooks. It creates a distance, sometimes raises our anxiety. However, all of us – as clients and citizens – may not lose time for Bankish. We wish to understand what we read and take informed financial decisions.

Plain language for us means for instance omitting redundant words, difficult grammatical structures or terms that evoke associations with bureaucratic language. That is why for 6 years we have been simplifying communication at our Bank under the Po prostu project which has been evolving all the time and now covers all areas in the Bank.

Apart from written communication, we also look at spoken communication. Our specialists at branches and in the infoline have already departed from artificial and specialist language. We are committed to naturalness and we get adjusted to our clients. And we know it works.

We started 2019 with major achievements. We were granted a certificate of a plain Polish language from the University of Wrocław – thus we had an opportunity to check if the language on our site ing.pl is plain. This is the second certificate in our portfolio – in 2017 we were awarded another certificate for the language in Moje ING.

We keep reviewing our communication. In 2019, we started a review Między nami [Between us] – thus we learn if our Bank's teams write to customers using plain language.

Our target is automation – that is why we have developed Prostomat. This is the first tool in Poland which not only diagnoses texts but it also translates texts from “Bankish” into human language – like the Google translator.  Our employees are provided with ready-made simplified texts and they have more time to focus on other things – e.g. simplification of processes themselves.

As a result of the survey Między nami and Prostomat, we have increased the scale of communication simplification – in compliance with the standard of ING plain language – by 13 pp.

We also popularise the trend of plain language in Poland. In November, we organised a conference “Plain language makes a difference”. We have invited representative of companies and public institutions that wish to have their communication simple and transparent to recipients. We are happy to have hosted supporters of plain language – irrespective of their profession. That was a good time to share experiences and good practices.

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