Ing Groep N.v. · EURONEXT:INGA
Ing Groep — Investor Day (October 2016)
11 slides from Ing Groep's investor day presentation, Oct 3, 2016
Slide 1: ING Spain
ING Spain ING Group Investor Day 2016 Almudena Roman Dominguez, Head of Retail Banking Spain Amsterdam • 3 October 2016
Slide 2: Key points
Key points • ING Spain has achieved sustainable organic growth at a faster pace than our banking competitors • We have an outstanding client centric approach that is reflected in our #1 NPS score and being the most recommended bank in Spain for 10 years running • Strong loan and deposit generation h
Slide 3: Organic growth driven by strong loan and deposit generation
Organic growth driven by strong loan and deposit generation ING Spain total assets* (in EUR bln) ING Spain total customer deposits (in EUR bln) 31.8 28.6 1.4 22.2 11.0 20.1 0.5 Consumer lending 17.7 9.1 6.1 Mortgages 10.1 Customer deposits 1.6 WB lending (primary) 6.4 11.0 Group assets 10.9 Customer
Slide 4: Our client-centric approach shows in high customer satisfaction
Our client-centric approach shows in high customer satisfaction… ING is a very powerful retail brand for Spanish consumers* #1 NPS score and most recommended bank for 10 years 34 45 44 Peer 1 Peer 2 Peer 3 Peer 4 2011 2012 2013 2014 2015 2016 Peers reported: Bankinter, BBVA, Caixabank, Santander Con
Slide 5: …and leads to a more sustainable and diversified balance sheet
…and leads to a more sustainable and diversified balance sheet Customer balances (in EUR bln) and customer numbers (in mln) ING Spain Key market shares 2Q16 Payment accounts 5.4% ~3.3 mln Customer deposits 3.9% 54 47 Mortgages (portfolio) 2.0% Mortgages (new production) 5.3% 37 Mutual funds 1.1% 33
Slide 6: Our primary strategy will benefit further from digitalisation
Our primary strategy will benefit further from digitalisation Total client contacts are increasingly ‘digital only’… …while there is strong correlation between business performance and client contacts 14% 31% Primary 112% 2.43 2.05 2.75 86% LTD ratio 35% 58% 24% Cross-buy ratio 86% 31% Low Medium Hi
Slide 7: Mobile traffic in Spain continues to gain pace…
Mobile traffic in Spain continues to gain pace… Mobile traffic grows rapidly… …and reflects significant sales potential Total contacts per channel (in mln) Share of total contacts Share of total sales 14% 260 CAGR +27% Mobile 60% 212 177 63% 38% 39% Web 142 55% 45% 35% 1.6% 19% Call 62% 52% 42% 35%
Slide 8: …and is continuously accounting for a larger share of sales
…and is continuously accounting for a larger share of sales Mobile is becoming the channel of …enabling growth of consumer …and contributing significantly to choice… lending… our primary bank strategy % Mobile / Total contacts Gross production (in EUR mln) Payment accounts Mortgages 12% 6% 230 60% +
Slide 9: As mobile redefines the primary customer relationship…
As mobile redefines the primary customer relationship… Primary Primary Non-primary relationship relationship relationship – not mobile – mobile Contacts per client 4.5 X 1.6 7.4 X 2.5 18.2 per month Lending sales 1.4 X 3.6 5.0 X 3.4 16.8 per 1,000 clients Investment sales 1.3 X 1.8 2.3 X 1.6 3.7 per
Slide 10: …we continuously innovate to empower our customers
…we continuously innovate to empower our customers Digital Platform Instant Lending • Delivering seamless customer experience • Using screen scraping tools to capture on mobile, tablet and PC information from clients’ other bank accounts for a behavioural risk assessment Twyp and Twyp Cash My Money
Slide 11: Important legal information
Important legal information ING Group’s annual accounts are prepared in accordance with International Financial Reporting Standards as adopted by the European Union (‘IFRS-EU’). In preparing the financial information in this document, except as described otherwise, the same accounting principles are