NPS Intelligence (beta)

…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…

…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…

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.

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 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.

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.

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.

We retained the number one NPS score in 5 out of 10 retail markets, confirming our customers’ satisfaction with our services. In line with our ambition to do more business with more customers, we have launched several propositions for GenZ.

…mln +10% vs 1Q2024 CET1 ratio 13.6% stable vs 4Q2024 Return on equity (4 - qtr rolling avg) 12.8% - 0.2% vs 4Q2024 Superior value for customers NPS score Retail Banking: Ranked #1 in 5 of 10 retail markets Mobile primary customers 1) : +174,000 in…

ING's WB NPS score rose to 74 (on a scale of -100 to +100), compared to a score of 72 in 2023. The insights from the survey showed how our sector expertise, global reach and local experts are highly appreciated by clients and important reasons for why…

In Wholesale Banking, our NPS score further increased to 74, up from 72 in 2023, with clients recognising our sector expertise, global reach, and local experts.

With the #1 net promoter score in 5 out of our retail markets and the high net promoter score of 74 in Wholesale Banking, we continue to be the most loved bank in many countries in which we operate.

We are the most loved bank in many countries we operate in with a number one Net Promoter Score in five of our retail markets. We continue investing in further digitalizing our product offering.

14.3% +0.3% vs 2Q2024 Return on equity (4 - qtr rolling avg) 13.8% - 0.2% vs 2Q2024 Superior value for customers NPS score: Ranked #1 in 5 of 10 retail markets Mobile primary customers 1) : +189,000 in 3Q2024 We aim to deliver superior value to our…

CET1 ratio 14.0% - 0.8% vs 1Q2024 Return on equity (4 - qtr rolling avg) 14.0% - 0.8% vs 1Q2024 Customer experience NPS score: Ranked #1 in 6 of 10 retail markets Primary customers 1) : +207,000 in 2Q2024 Mobile primary customers 1) : +248,000 in…

65% of our customers now only do business via the mobile and we're the most loved bank in many markets we operate with a number 1 net promoter score in 6 out of the 10 retail markets.

…mln +11% vs 1Q2023 CET1 ratio 14.8% +0.1% vs 4Q2023 Return on equity (4 - qtr rolling avg) 14.8% stable vs 4Q2023 Customer experience NPS score: Ranked #1 in 4 of 10 Retail markets Primary customers 1) : +99,000 in 1Q2024 Sustainability Volume…

And this is highly valued by our customers as evidenced by our Net Promoter Scores, where we are ranked #1 in 4 of our 10 retail banking markets.

Measuring NPS One of the ways we measure our ability to deliver a superior customer experience is through the Net Promoter Score (NPS). The NPS indicates whether customers would recommend ING to others.

It’s rewarding to know our customers value our services, as evidenced by our number one position in net promoter score (NPS) in five of our 10 Retail markets.

This growth in primary customers is reflecting the appreciation of our products by market-leading Net Promoter Scores in both Retail and Wholesale Banking.

ING reports ranking number one in Net Promoter Score across five of its ten retail banking markets.

Customers value our services, as shown in our net promoter scores, where we maintained our number one position in five of our 10 Retail Banking markets.

ING maintained number-one net promoter score position in five of its 10 retail banking markets in Q3 2023.

…€912 mln +3% vs 2Q2022 CET1 ratio 14.9% +0.1% vs 1Q2023 Return on equity (4 - qtr rolling avg) 11.7% +4.2% vs 2Q2022 Customer experience NPS score: Ranked #1 in 5 of 10 Retail markets Primary customers: +227,000 in 2Q2023 Our primary customer base grew…

Our net promoter scores (NPS) show that customers value our services. In 1Q2023 we were number one in fi ve of our 10 retail markets.

ING maintains a high net promoter score despite flat growth in active customer numbers.

F inancial statements Measuring Retail Banking NPS One of the ways we measure our progress is through the Net Promoter Score (NPS), which indicates customer satisfaction and loyalty (whether they would recommend ING to others) compared to…

In Wholesale Banking too we see a growing appreciation among clients, with our net promoter score improving to 67 at year - end 2022, up from 59 at year - end 2021 and well above the industry benchmark.

If you look at the Net Promoter Score in 6 out of the 10 retail markets, we came in at #1, including large markets such as the Netherlands and Germany.

ING posts FY2022 net result of €3,674 million and reports growing client appreciation in Wholesale Banking reflected in net promoter scores.

In NPS, we are now number one in seven of our ten retail markets, up from fi ve in the previous quarter. “When it comes to sustainability, we aim to be a banking leader .

ING reports positive Net Promoter Score development in 3Q2022, attributed to customer appreciation of its services.

We see these efforts positively reflected in primary customer numbers, NPS and as well as sustainable deals and volumes mobilized. Our financial results show that accelerating NII momentum is a clear tailwind with fee income has proven to be resilient.

Customer experience NPS score: Ranked #1 in 5 of 10 Retail markets (excl. France and the Philippines) Sustainability is at the heart of what we do, and we’ve set a number of targets to guide us in achieving our aim of being a banking leader in the fi…

Customer experience NPS score: Ranked #1 in 6 of 11 Retail markets (excl. France) Sustainability is at the heart of what we do, so we are looking at where we can further integrate and professionalise it into our business.

And I'm happy we also received recognition from our customers with good NPS scores and this quarter named being named Best of Preferred Bank in Germany and Poland.

We can measure how successful we are by looking at our Net Promoter Scores, which are an indicator of customer satisfaction. To provide a differentiating customer experience, we have to keep making banking as frictionless as possible, providing smarter,…

Customer experience NPS score: R an k ed #1 in 5 of 11 Retail markets (excl. France) We continued to facilitate the transition to a low - carbon economy and align our overall loan book with a net - zero future by 2050 or sooner.

Customer experience NPS score: r an k ed #1 in 5 of 12 Retail markets We supported 54 sustainability deals in the third quarter, bringing this year’s total to 200 deals so far.

And what we, therefore, measure at the same time is Net Promoter Scores, not only at an overall customer satisfaction level, but also at a product or even at a, I would say, if you look at AI, a bot satisfaction level.

Improved digital and video advice capabilities have led to positive feedback and improved NPS scores from retail and business banking customers in Belgium and the Netherlands over the past year – and these enhanced advice capabilities are also…

1Q2020 CET 1 ratio 15.5% unchanged vs YE2020 Reserved profit for future distribution €3,301 mln Customer experience NPS score: r a n ke d # 1 o r #2 in 9 out of 14 Retail markets ING now offers fully digital end - to - end onboarding for new clients via…

And all of this led to a number one NPS positions measured against our main peers in the markets. We have a growing share of primary customers, reaching a high level of 45% of total customers and all supporting strong financial results with operating…

The overall NPS rating reached +56.3 (on a scale of -100 to +100), up from a score of +49.6 in 2019, and 13 percent ahead of the industry average of +49.8.

…distribution 2019 - 2020 pro fi ts €0.12 per share after 4Q2020 €2,805 mln reserved for future distribution Customer experience NPS score: r an k ed #1 in 6 out of 14 Retail markets Wholesale Banking’s NPS is now 13% above the industry average .

Our aim is to achieve a number one NPS ranking in all our retail markets, with a 10-point lead over our main competitors. Based on a rolling average of our NPS scores in 2019, ING ranked number one in seven out of our 14 Retail markets.

Now in terms of the most recent Net Promoter Score, you see that we scored number one in 6 out of 14 retail countries. And as of now, the Philippines are included as a retail country.

In terms of Net Promoter Score, as you know a very important component for us, we ranked number one in six out of the 13 retail markets. Next, with the core lending growth, we saw growth in retail amounting to €3.6 billion; wholesale €4.6 billion negative.

"The experience of our customers is the core of our strategy, and has been validated by our number - one NPS position in seven countries and the addition of 235,000 new primary relationships in the Challengers and Growth Markets.

And in terms of the most recent Net Promoter Score, this quarter, we ranked #1 in 7 out of our 13 retail countries. And as you know, we find the Net Promoter Score a very important metric if we look at the – at how we're doing in the digital and mobile…

ING home loan customers ranked most satisfied by Roy Morgan research, ahead of Bendigo Bank and Suncorp.

“Our global primary customer base grew by 150,000 to 12.6 million and our most recent net promoter scores among customers rank us first in six of our 13 retail markets.

In the first quarter, we ranked number one in six out of our 13 retail markets in terms of Net Promoter Scores. In other four markets, we ranked number two.

ING's net promoter scores rank first in six of its markets in its Q1 2019 results announcement.

ING's Net Promoter Score was 26, positioning the digital-only lender above major banks operating in negative territory.

In Wholesale Banking, the overall NPS score improved by 14 percent to 44.5 (on a scale of -100 to +100), outperforming the industry benchmark.

Our most recent net promoter scores among customers rank us first in six of our 13 retail markets. Our customer focus is also reflected in our strong commercial results in 2018.

In the fourth quarter, we were ranked number 1 in 6 of our retail -- out of 13 retail market in terms of Net Promoter Score. In another 3 markets, we were ranked in number 2.

ING ranks first in net promoter scores across six of its 13 retail markets, reflecting customer focus.

…look at the underlying performance, you can actually also conclude that in the third quarter that we keep executing well all our 4 strategy, whether it's on primary customers, whether it's on net promoter score, whether it's on lending or fee growth.

So these fintechs help you on one side to make sure that you continue to deliver on that, and with that, that you continue to deliver on your net promoter score, and with that, that you continue to deliver on your client growth.

ING achieved the highest Net Promoter Score of +48% in Australia, with the second-best score of +39% held by an amalgamated competitor.

Our most recent net promoter scores among customers rank us first in 9 of our 13 retail markets, an achievement I am quite proud of.” “We continue to improve the experience of our customers through both our own innovations as well as through strategic…

Based on a rolling average, we were rated number one in terms of NPS in seven of our 13 retail markets in 2017. ING Wholesale Banking's solid performance demonstrated the skills that differentiate us in the market, including our strong sector expertise…

Our most recent net promoter scores among customers rank us first in 9 of our 13 retail markets, an achievement I am quite proudof.” “We continue to improve the experience of our customers through both our own innovations as well as through strategic…

…achieved without our continued focus on improving the customer experience and that’s what you see in an increase in the number of countries in which we are now number one in net promoter score, which we have increased to 9 out of 13 retail countries.

ING reports it ranks first in Net Promoter Score in 9 of its 13 retail markets, reflecting improved customer experience.

ING Groep CEO Ralph Hamers emphasizes net promoter score as an important KPI across all businesses during Q2 2017 earnings call.

Now on the back of that, you see that the net promoter score is improving and the net promoter score itself will tell you that the way customer sees is far beyond the experience they get from other banks and that itself causes client advocacy through…

This approach is just one of the reasons why our Net Promoter Score has improved to number one in eight countries, up from seven countries last quarter.

And as a testament to the success that we deliver superior customer experience in Australia, we have a #1 Net Promoter Score in the country, and we've had it for many years.

ING's Net Promoter Score improved to number one in eight countries, up from seven countries.

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.

FY 2016 dividend of EUR 0.66 per ordinary share ING records robust commercial growth in 2016 while achieving a number one NPS score in 7 of 13 retail markets · ING gained over 1.4 million new retail customers and grew primary relationships by 8.1% to…

And as you know; our compass and Net Promoter Score remains one of our most important KPIs in the business and forward-looking KPIs to the continuants of our commercial growth.

We really, really, really focus on Net Promoter Score. That drives client satisfaction, client experience improvements; that drives the growth in number of clients, and you see all of that here as well.

We have a number one net promoter score in the country and the number of primary customers is growing very fast. And even though we have a good network of branches there, the business model has clearly evolved to digital first.

…has enabled us to rise to this challenge and deliver a differentiating experience to our more than 34 million customers around the world." "ING Bank's most recent Net Promoter Scores rank us as number one relative to our competitors in seven countries.

So if you really focus on the customer, you see that the net promoter score improves and we are now ranked number one in seven out of the 13 countries and this recognition underscores that ING is delivering on the customer promise and that’s at the…

We use the Net Promoter Score (NPS) to measure our progress in offering a differentiating customer experience, with the aim of achieving the number one NPS ranking compared to our main competitors in each of our retail banking markets.

Our Net Promoter Scores (NPS) in 2014 read number one in our businesses against a selected peer group, except for Austria and Turkey (both third).

…high levels of customer satisfaction is evident in our most recent net promoter scores, which indicate that ING Bank is number one relative to its competitors in the Netherlands, Germany, Italy, Poland, Spain and Australia, and is number two…

The Net Promoter Scores (‘NPS’) methodology measures if customers recommend a company to their family and friends. ING Bank’s NPS for 2013 shows that customer satisfaction with our services is quite high in the countries in which we are active.

ING Insurance/IM continued to use insights from its Net Promoter Score (NPS) programme in 17 countries used to make process improvements in 2012.

In addition to information gathered through complaints processing, the Net Promoter Score (NPS) is an important method to garner customer feedback on products and services and improve problem areas.

The Net Promoter Score (NPS) is one methodology with which ING assesses customer loyalty and satisfaction. Since 2009, ING has been implementing NPS throughout the organisation to benchmark its businesses against local competitors.

At the end of March 2012, ING Direct in Canada, France and Italy, and ING-DiBa in Germany all ranked number one in their markets versus local competitors.

To monitor progress on customer loyalty we introduced the NPS methodology in 2009 and fully implemented it throughout ING in 2011. It is based on surveys sent to clients, and gauges customer feedback.

The Net Promoter Score (NPS) for the complaints handling process at ING Bank Slaski improved significantly over the last nine months. NPS, a methodology to measure customer loyalty, is being implemented throughout ING.

Hence, we are introducing Net Promoter Score in all our businesses across the globe. Furthermore, we have taken significant steps to ensure that every customer gets the right products and services, via the right distribution channels, and at the right…

ING attracted 300,000 new customers in 2017 and increased primary bank users by 68%.