“Looking back, 2022 was an extraordinary year,” said ING CEO Steven van Rijswijk. “The outbreak of war in Ukraine – first and foremost an immense human tragedy – had a far-reaching impact on people’s lives, on societies and on economies, causing energy and price shocks and driving up inflation and interest rates. Despite the challenging operating conditions and lingering effects of Covid-19, we performed well.
“The rapid changes of the past year underscore the importance of having clear strategic priorities and being able to adapt to changing circumstances. Our focus is on making the difference for people and the planet by providing a superior customer experience and putting sustainability at the heart of what we do.
“We continued to execute on our strategy and delivered strong results, as well as made significant progress in a number of areas, including providing seamless digital services using our strong scalable tech and operations foundations. An example of this is our onboarding process in the Netherlands, where 52% of new customers were digitally onboarded in the fourth quarter of 2022, up from 39% in the same quarter of 2021. This is really strong proof of how we’re digitalising our sales and service model in one of our Market Leaders countries. The year 2022 closed with impressive growth in the number of global mobile payments transactions, reaching a remarkable amount of 1.4 billion transactions, up more than 60% year-on-year.
“Regarding our financial performance, we managed to limit expense growth despite the impact of higher salary expenses and higher marketing expenses to invest in the growth of our customer base. In various countries, we supported our employees with allowances to help them cover their increased energy costs.
“The positive developments in our net promoter scores prove that customers value our services. We’re now number one in six of our 10 retail markets. 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. I’m particularly proud that even more customers are choosing ING as their primary bank. During this quarter, our primary customer base grew by 218,000, mainly in the Challenger & Growth markets. On a full-year basis, we gained 585,000 primary customers, bringing the total number to 14.6 million, which is 4% higher than year-end 2021.
“We also made further progress on our sustainability goals during 2022. Wholesale Banking continues to be a sustainability pioneer in helping clients transition to a more sustainable way of doing business, achieving a volume of over €100 billion in sustainable finance mobilised by end-2022. That puts us well on our way towards our goal of €125 billion annually by 2025.
“Despite continued uncertainty in the current operating environment, I’m confident in our ability to perform well in these circumstances. We have a good capital position, a growing customer base, a diversified income stream, a strong funding structure as well as one of the best credit ratings in the eurozone. We’ll continue to invest to provide our customers with a superior experience, helped by our technology foundations, and to facilitate the transition to a low-carbon economy.
“I want to thank our customers for their ongoing loyalty to ING and our colleagues worldwide for their hard work under challenging circumstances, which contributed to our strong performance throughout the whole year. Also a thank you to our shareholders for continuing to support our strategy.”
Investor conference call, Media meeting and webcasts
Steven van Rijswijk, Tanate Phutrakul and Ljiljana Čortan will discuss the results in an Investor conference call on 2 February 2023 at 9:00 a.m. CET. Members of the investment community can join the conference call +31 20 794 8428 (NL), PIN code: 5455283# or +44 330 551 0202 (UK), PIN code: 5455283# (registration required via invitation) and via live audio webcast at www.ing.com.
Steven van Rijswijk, Tanate Phutrakul and Ljiljana Čortan will also discuss the results in a media meeting on 2 February 2023 at 11:00 a.m. CET. Journalists are welcome at ING’s Cedar office, Bijlmerdreef 106, Amsterdam. Alternatively, they can dial-in in listen-only mode via +31 20 708 5073 (NL), PIN code 7738105# or +44 330 551 0200 (UK), PIN code 7738105#. The meeting can also be followed via live audio webcast at www.ing.com.
ING is a global financial institution with a strong European base, oﬀering banking services through its operating company ING Bank. The purpose of ING Bank is empowering people to stay a step ahead in life and in business. ING Bank’s more than 58,000 employees oﬀer retail and wholesale banking services to customers in over 40 countries.
ING Group shares are listed on the exchanges of Amsterdam (INGA NA, INGA.AS), Brussels and on the New York Stock Exchange (ADRs: ING US, ING.N).
Sustainability is an integral part of ING’s strategy, evidenced by ING’s leading position in sector benchmarks. ING's Environmental, Social and Governance (ESG) rating by MSCI was affirmed 'AA' in September 2022. As of August 2022, Sustainalytics considers ING’s management of ESG material risk to be ‘strong’, and in June 2022 ING received an ESG rating of 'strong' from S&P Global Ratings. ING Group shares are also included in major sustainability and ESG index products of leading providers Euronext, STOXX, Morningstar and FTSE Russell.
Important legal information
Elements of this press release contain or may contain information about ING Groep N.V. and / or ING Bank N.V. within the meaning of Article 7(1) to (4) of EU Regulation No 596/2014.
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 applied as in the 2021 ING Group consolidated annual accounts. The financial statements for 2022 are in progress and may be subject to adjustments from subsequent events. All figures in this document are unaudited. Small differences are possible in the tables due to rounding.
Certain of the statements contained herein are not historical facts, including, without limitation, certain statements made of future expectations and other forward-looking statements that are based on management’s current views and assumptions and involve known and unknown risks and uncertainties that could cause actual results, performance or events to diﬀer materially from those expressed or implied in such statements. Actual results, performance or events may diﬀer materially from those in such statements due to a number of factors, including, without limitation: (1) changes in general economic conditions and customer behaviour, in particular economic conditions in ING’s core markets, including changes aﬀecting currency exchange rates and the regional and global economic impact of the invasion of Russia into Ukraine and related international response measures (2) eﬀects of the Covid-19 pandemic and related response measures, including lockdowns and travel restrictions, on economic conditions in countries in which ING operates, on ING’s business and operations and on ING’s employees, customers and counterparties (3) changes aﬀecting interest rate levels (4) any default of a major market participant and related market disruption (5) changes in performance of financial markets, including in Europe and developing markets (6) fiscal uncertainty in Europe and the United States (7) discontinuation of or changes in ‘benchmark’ indices (8) inflation and deflation in our principal markets (9) changes in conditions in the credit and capital markets generally, including changes in borrower and counterparty creditworthiness (10) failures of banks falling under the scope of state compensation schemes (11) non-compliance with or changes in laws and regulations, including those concerning financial services, financial economic crimes and tax laws, and the interpretation and application thereof (12) geopolitical risks, political instabilities and policies and actions of governmental and regulatory authorities, including in connection with the invasion of Russia into Ukraine and related international response measures (13) legal and regulatory risks in certain countries with less developed legal and regulatory frameworks (14) prudential supervision and regulations, including in relation to stress tests and regulatory restrictions on dividends and distributions (also among members of the group) (15) regulatory consequences of the United Kingdom’s withdrawal from the European Union, including authorizations and equivalence decisions (16) ING’s ability to meet minimum capital and other prudential regulatory requirements (17) changes in regulation of US commodities and derivatives businesses of ING and its customers (18) application of bank recovery and resolution regimes, including write- down and conversion powers in relation to our securities (19) outcome of current and future litigation, enforcement proceedings, investigations or other regulatory actions, including claims by customers or stakeholders who feel misled or treated unfairly, and other conduct issues (20) changes in tax laws and regulations and risks of non-compliance or investigation in connection with tax laws, including FATCA (21) operational and IT risks, such as system disruptions or failures, breaches of security, cyber-attacks, human error, changes in operational practices or inadequate controls including in respect of third parties with which we do business (22) risks and challenges related to cybercrime including the eﬀects of cyberattacks and changes in legislation and regulation related to cybersecurity and data privacy (23) changes in general competitive factors, including ability to increase or maintain market share (24) inability to protect our intellectual property and infringement claims by third parties (25) inability of counterparties to meet financial obligations or ability to enforce rights against such counterparties (26) changes in credit ratings (27) business, operational, regulatory, reputation, transition and other risks and challenges in connection with climate change and ESG-related matters (28) inability to attract and retain key personnel (29) future liabilities under defined benefit retirement plans (30) failure to manage business risks, including in connection with use of models, use of derivatives, or maintaining appropriate policies and guidelines (31) changes in capital and credit markets, including interbank funding, as well as customer deposits, which provide the liquidity and capital required to fund our operations, and (32) the other risks and uncertainties detailed in the most recent annual report of ING Groep N.V. (including the Risk Factors contained therein) and ING’s more recent disclosures, including press releases, which are available on www.ING.com.
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