Valuing customer trust
Putting the customer centre stage
We assessed the relevance of all our existing products, services and advice processes to retail clients across the globe. Once the key areas of action were identified, both Banking and Insurance/Investment Management businesses in different regions of the world developed solutions as per the needs of their specific client base. Consequently, 2010 saw a large number of tangible developments across all our business lines and products and services.
Improving customer satisfaction
We value our customers feedback and want to ensure we receive it on a structural basis. That is why we began to introduce the Net Promoter Score (NPS) to all our businesses. Shortly after customers interact with us, they receive an e-mail survey to gauge what we do well and where we can improve. We follow up the surveys with a call, either to provide a solution to customers or to find the root cause of an issue.
Analysing this customer feedback helps our local businesses improve, so customers will be satisfied and will recommend ING in their network. ING has rolled out NPS to 24 business units in 21 countries; in 2011 we will implement the NPS programme in all retail businesses.