ING Direct 2009 Annual Report Download - page 22

ING Group Annual Report 2009
20
Corporate responsibility (continued)
KEY PERFORMANCE INDICATORS 2009
ING has identified 10 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
2009
Year-end
2008
Equator Principles
Number of projects reviewed 77 135
Sustainable assets under management (2)
(in EUR million) 2,524 2,295
Customer satisfaction index (3) 69.1% 69.6%
Economic value (in EUR million)
Total assets 1,163,643 1,331,663
Shareholders’ equity 33,863 17,33 4
Total income 47,765 66,291
Result before tax –1,525 –1,487
Net result –935 –729
Personnel expenses: salaries 5,076 5,885
Personnel expenses: other 2,262 2,879
Employee engagement index (4) 71% 83%
Diversity
Percentage of women in the international
management council 12.8% 11. 8%
ING Chances for Children
Number of children provided with access
to education 107,575 111, 409
Green energy
KWH (in thousands) of electricity purchased by
ING that is derived from renewable resources 330,582 344,448
Dow Jones Sustainability Index 75 71
FTSE4Good Index Included Included
(1) The audit firm Ernst & Young has audited the KPIs for reasonable assurance.
(2) For a detailed overview, see the 2009 Corporate Responsibility Performance
Report.
(3) 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. The selection of countries
changes every year mainly due to strategic decisions of ING (e.g. investments
and divestments). However, this does not have a significant impact on the
overall customer satisfaction index score. The customer satisfaction scores
of ING Direct are not included. ING Direct has a different way of measuring
customer satisfaction.
(4) ING engagement index is the percentage of ING employees that have
indicated that they are proud to work for ING. The research was carried
out by Kenexa.
Around 17,000 ING employees were involved – 16.2% of our
global staff, up from 10% in 2008. They volunteered a total
of 35,551 hours of their time, raised EUR 992,801 and made
a difference to the lives of 51,470 children.
STAKEHOLDER DIALOGUE INTENSIFIED
We have taken a number of initiatives to be more transparent
and open for feedback about our environmental, social and
ethical standards. For example, we have started a series of dialogue
sessions on ING’s role in society, the first of which was organised
in 2009. Our CEO and top management engaged in dialogue
with customers, social partners, non-governmental organisations
(NGOs), media, policy makers, academia and investors. We also
launched a new website (www.ingforsomethingbetter.com) to
explain clearly what we do and why we make certain choices.
ING employees around the world use it to share ideas with their
colleagues and find opportunities to make a difference by joining
one of our community investment projects on education and
the environment.
GOALS FOR 2010
To ensure that CR is an integral part of our corporate strategy, •
our social, ethical and environmental objectives will be
quantified and used as a measure of performance in the
Remuneration policy of the Executive Board’s variable pay
programme.
We will set up a programme to support sustainable •
entrepreneurship.
We aim to ensure that all consumer deposits and savings in •
the Netherlands are reinvested in such a way that they will
have no negative social or environmental impact.
We will set up a programme for top managers to develop •
themselves by working on real-life cases at NGOs in
developing countries.
We will endeavour to increase our sustainable assets under •
management by 5-10% more than our total assets under
management and develop new sustainable products or services.
For more information on ING’s CR strategy and performance,
see our Corporate Responsibility Performance Report 2009 to be
published on 6 April 2010 and www.ingforsomethingbetter.com.
1.2 Report of the Executive Board