Measuring performance
ING has identified eight Key Performance Indicators (KPIs) for its CR reporting. These KPIs relate directly to the ING CR Strategy and are used by ING to measure CR performance within ING.
Key Performance Indicators (1)
| Year-end 2007 | Year-end 2006 | |
|---|---|---|
| Equator Principles Number of projects reviewed | 85 | 46 |
| Sustainable assets under management (in EUR million) | 2,792 | 2,206 |
| Customer satisfaction index (2) | 71,2% | n/a* |
| Economic value generated (in EUR million) Total assets | 1,312,510 | 1,226,307 |
| Capital and reserves | 37,208 | 38,266 |
| Total income | 76,587 | 73,621 |
| Profit before tax | 11,043 | 9,940 |
| Net profit | 9,241 | 7,692 |
| Personnel expenses: salaries | 5,696 | 5,492 |
| Personnel expenses: other | 2,565 | 2,426 |
| Employee engagement index(3) | 77% | n/a* |
| Diversity % of women in the international management council |
10.2% | 7.3% |
| ING Chances for Children Number of children provided with access to education |
124,634 | 52,000 |
| Green energy KWH (in thousands) of electricity purchased by ING that is derived from renewable resources |
259,780 | 102,000 |
(1) The Audit Firm Ernst & Young has audited the 2007 KPIs and has reviewed the 2006 KPIs.
(2) Satisfaction scores are based on the American Customer Satisfaction Index (ACSI) methodology, adapted for the financial services market and based on a combination of questions related to overall satisfaction, customer delight and ideal provider. This score is not weighted by market.
(3) ING engagement index is the percentage of ING employees that have indicated that they are proud to work for ING. The research is done by Kenexa (April 2007).
* n/a = not available.