Our strategy 

Our strategy aims to create a differentiating customer experience, enabled by simplifying and streamlining our organisation, further striving for operational excellence, enhancing the performance culture within our company and expanding our lending capabilities.

We are part of a global financial group with a strong European base, offering banking services. We draw on our experience and expertise, our commitment to excellent service and our global scale to meet the needs of a broad customer base, comprising individuals, families, small businesses, large corporations, institutions and governments. Our customers are at the heart of what we do.

We continuously measure customer satisfaction and loyalty based on their willingness to recommend ING to others. Our focus is on becoming the primary bank for our customers through growing the share of payment accounts with recurrent income and at least one other product with ING in retail and private banking and with anchor products such as lending and transaction services in commercial banking.

Our strengths include our well-known, strong brand with positive recognition from customers in many countries, strong financial position, omnichannel distribution strategy and international network. In Luxembourg our strategy is to grow in selected segments, continue to develop towards a mobile-first model, invest in digital leadership and deliver on operational excellence programmes.

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