ING Groep N.V.
ing.com ↗In their words
“In retail banking, we maintained our #1 position in 5 out of 10 markets. And in Wholesale Banking, we achieved an NPS of 77, demonstrating both the quality of our client service and the value of our continued investments in expertise and sector knowledge.”
“And let me start by saying that the main driver of ING's commercial growth is the superior experience that we provide to our customers. With a leading Net Promoter Score in most of our retail markets, we continue to attract new customers, and we see even stronger growth in the conversion into mobile primary relationships as more customers choose ING as their primary bank.”
“Wholesale Banking Growing the difference for our customers means we strive to be the best – and in this case, the best European wholesale bank. We define ‘best’ as a chieving a high net promoter score (NPS), ranking in the industry’s top quartile, leading in sustainability, digital services and employer attractiveness, while delivering sustainable returns.”
Disclosed NPS over time
Every Net Promoter Score ING Groep N.V. has published, by date.
NPS disclosures (7)
…mln +23% vs 2Q2025 Fee income €1,278 mln +14% vs 2Q2025 CET1 ratio 13.1% +8 bps vs 1Q2026 Return on tangible equity (ROTE) 17.0% +270 bps vs 2Q2025 Superior value for customers NPS score Retail Banking 1) : Ranked #1 in 5 of 9 retail markets Mobile primary customers 2) : +377,000 in 2Q2026 Sustainability Volume mobilised 3) : €86.5 bln in 1H2026 vs €67.8 bln in 1H2025…
…mln +6% vs 1Q2025 Fee income €1,236 mln +13% vs 1Q2025 CET1 ratio 13.0% - 9 bps vs 4Q2025 Return on tangible equity (ROTE) 13.6% +130 bps vs 1Q2025 Superior value for customers NPS score Retail Banking 1) : Ranked #1 in 5 of 9 retail markets Mobile primary customers 2) : +125,000 in 1Q2026 Sustainability Volume mobilised 3) : €33.7 bln in 1Q2026 vs €30.3 bln in 1Q2025 ING…
And let me start by saying that the main driver of ING's commercial growth is the superior experience that we provide to our customers. With a leading Net Promoter Score in most of our retail markets, we continue to attract new customers, and we see even stronger growth in the conversion into mobile primary relationships as more customers choose ING as their primary bank.
Wholesale Banking Growing the difference for our customers means we strive to be the best – and in this case, the best European wholesale bank. We define ‘best’ as a chieving a high net promoter score (NPS), ranking in the industry’s top quartile, leading in sustainability, digital services and employer attractiveness, while delivering sustainable returns.
In Retail, we maintained our number one NPS position in five out of ten retail markets. In Wholesale Banking, we achieved an NPS of 77 in 2025, up from 74 in 2024, demonstrating our dedication to providing exceptional client service and our ongoing investment in our expertise and sector knowledge.
In retail banking, we maintained our #1 position in 5 out of 10 markets. And in Wholesale Banking, we achieved an NPS of 77, demonstrating both the quality of our client service and the value of our continued investments in expertise and sector knowledge.
The increase primarily came from Germany, Spain, Italy and Romania. We have also maintained the number one NPS score in 5 out of 10 retail markets by continuing to deliver superior value to our customers. We are actively integrating generative AI capabilities throughout our organisation.
Retention disclosures (0)
No retention figures yet.
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About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.