ING 2016 Integrated Annual Report: Accelerate

ING 2016 Integrated Annual Report: Accelerate
17.03.2017 05:45 am

ING 2016 Integrated Annual Report: Accelerate


"Accelerate" is the theme of the 2016 Integrated Annual Report of ING Groep N.V. (IAR) that is published today, together with the Annual Report of ING Bank N.V.

The theme demonstrates the accelerating pace of change in technology and other areas that are impacting our customers' lives and their expectations from financial service providers. It also expresses how we, as digital leaders in banking, are accelerating the Think Forward strategy to ensure we continue to provide customers with a differentiating experience. 

Similar to previous years, the IAR is an integrated report, which combines ING's financial and non-financial performance in 2016. As sustainability forms an integral part of our strategy and is embedded in our business, our sustainability information is provided in the IAR. The IAR includes a look at how we aim to create value over time and how the Think Forward strategy addresses the challenges, risks, and opportunities ING faces in a fast-changing world.

In 2016 the number of customers choosing ING for their banking needs again increased and has grown by around 3 million to 35.8 million since we launched the Think Forward strategy. The number of primary relationships - customers with a current account with recurring income and at least one other product - grew eight percent to 9.7 million, close to our 2017 ambition of 10 million customers. Our net core lending to customers grew by almost EUR 35 billion and savings entrusted to us rose by over EUR 28 billion. We also enjoyed number one Net Promoter Scores (NPS) in 7 of our 13 retail markets, a key indicator of customer satisfaction. These strong relationships with customers helped to drive ING's robust commercial and financial growth in 2016.

Reflecting a digital first approach, the IAR and the Annual Report of ING Bank N.V, are available on a special annual report landing page on ING's website This page includes all relevant downloads, a create-your-own-report download tool, and an accessible and engaging overview of the key figures and highlights of the year. The 2016 ING Annual Report is also available free of charge in print at ING's global headquarters.

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