ING Direct 2011 Annual Report Download - page 25

1 Who we are 2 Report of the Executive Board 3 Corporate governance 4 Consolidated annual accounts 5 Parent company annual accounts 6 Other information 7 Additional information
KEY PERFORMANCE INDICATORS 2011
ING has identified 10 Key Performance Indicators (KPIs) for its
sustainability reporting. These KPIs relate directly to the ING
sustainability strategy and are used by ING to measure sustainability
performance within ING.
Key Performance Indicators (1)
Year-end
2011
Year-end
2010
Equator Principles
Number of projects reviewed 55 74
Sustainable assets under management
(in EUR million) 1,683 2,120
Customer satisfaction index (2) 69.3% 69.1%
Economic value (3) (in EUR million)
Total assets 1,279,188 1, 24 7,0 0 5
Shareholders’ equity 46,663 40,904
Total income from continuing operations 55,794 54,105
Result before tax from continuing operations 6,109 3,928
Net result from continuing
and discontinued operations 5,766 2,810
Personnel expenses: salaries 5,307 5,457
Personnel expenses: other 2,249 2,235
Employee engagement index (4) 66% 69%
Diversity (5)
Percentage of women in the international
management council 16.2% 14.9%
ING Chances for Children
Number of children provided with access
toeducation 118,101 125,175
Green energy
MWh of electricity purchased by ING that
isderived from renewable resources 310,933 332,843
Dow Jones Sustainability Index (6) 72 72
FTSE4Good Index Included Included
(1) The audit firm Ernst & Young has audited the KPIs for reasonable assurance.
(2) For the Bank business (excluding ING Direct), satisfaction scores are based
on the American Customer Satisfaction Index (ACSI), which is adapted for
the financial market and is based on a combination of questions related
tooverall satisfaction, customer delight and being an ideal provider. This
score is not weighted by market. In 2011 the survey was carried out within
Retail Banking in the Netherlands, Belgium, Poland, Romania, Turkey and
India. In 2011, the Insurance business replaced the customer satisfaction
index with the Net Promoter Score system. No ACSI survey was carried out
for ING Insurance/IM and therefore no comparative figures are available.
(3) The 2010 figures have been restated to reflect the change in accounting
policy, i.e., the move towards fair value accounting for Guaranteed
Minimum Withdrawal Benefits for life in the US Closed Block VA
as of 1January 2011.
(4) For 2011 we are reporting on the percentage of ‘overall employee
engagement scores’. The 2010 score does not reconcile with the score
mentioned in the 2010 Annual Report because it was based on one of the
four questions of employee engagement: ‘I am proud to work for ING’.
The2010 percentage in this report is based on the ‘overall employee
engagement score’. The research was carried out by Kenexa.
(5) We have calculated the diversity figures in 2011 as a weighted average
relating to the total members of the Management Council (Insurance US
Management Council, Insurance EurAsia Management Council and Bank
Management Council).
(6) The ING company score is the underlying SAM’s corporate sustainability
assessment (1–100).
23ING Group Annual Report 2011
Sustainability continued