Value creation model

Input
Our employees
3,231 FTE
Retail savings
€ 36.6 miljard
Current accounts of
1.4 million
customers
Shareholders' equity
€ 3.7 billion
Wholesale funding
€ 5.8 billion

Business model
Banking with a human touch
Our strategic pillars
Strengthening of our social identity
Improving our business operations by focusing on simplicity and efficiency
We will continue to develop towards a flexible organisation that innovates as a smart adopter
Our profile
Focus on Dutch retail market
Four distinctive brands
Single platform with omni-channel service
Focus on customer needs
Three core products: mortgages, payments and savings
Savings and current accounts
Interest
Mortgage customers
We finance
€ 46 billion
in mortgages
Mortgages
Interest
Retail customers

Output
Our ambition is to optimise our shared value
Benefits for customers
Results and objectives
1.4 million
Current account customers
Our objective: 1.5 miljoen in 2020

-3
Customer-weighted NPS average of our brands
Our objective: +10 in 2020
Added value

Contributing to comfortable housing and a financially stable way of living by offering safe and transparent products to our customers
Responsibility for society
Results and objectives
27%
Status of our climate-neutral balance sheet.
Our objective: 45% in 2020 and 100% in 2030

40%
of our customers notice that we are there for them when they have financial concerns
Our objective: >50%
Added value

Contributing to the financial resilience of customers and to limiting climate change and maintaining the quality of life of our planet
Meaning for employees
Results and objectives
-2
eNPS
Our objective: 40 in 2020
Added value

Facilitating staff in getting engaged and committed, in being able to develop themselves and in finding meaning in their work
Returns for the shareholder
Results and objectives
8.7%
Return on Equity
Our objective: 8% in 2020

34.1%
CET 1 ratio
Our objective: > 15%
Added value

Achieving returns for investors and contribute to a stable and sound financial system

5.5%
Leverage ratio
Our objective: > 4.25%

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