ING Points
Consumer Loyalty Case Study
ING’s Challenge:
Keeping customers happy about the services of the bank is in itself a major challenge. ING challenged itself by setting a goal to increase the NPS score.
The largest loyalty program for consumers in the Netherlands:
- 4.5 million participants with a points balance
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1.2 million orders every year
Results:
- NPS score: +25
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ING product ownership is higher among ING participants compared to non-participants
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The consumer has numerous moments every year that are linked to ING because of the products in their homes
*NL business case using a similar software platform built and implemented by our partners.
