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
• 1.2 million orders every year

Results:

• NPS score: +25
• ING product ownership is higher among ING participants compared to non-participants
• 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.