Our targets

To support implementation of our strategy, we’ve put in place a series of non-financial and financial performance targets.

Group targets

Non-financial
Metric Target 2020 Results 2019 Results 2018
Gender diversity at the top 30% women at the top 28% 28%
Gender diversity at the subtop 35% women at the subtop 27% 27%
Dow Jones Sustainability Index (DJSI) ranking Top 5% of banking sector Top 10% of banking sector Top 5% of banking sector
Banking Confidence Monitor Leading among large Dutch banks 3.2 3.3
Financial
Metric Target 2020 Results 2019 Results 2018
Return on average equity 10-13% 10.0% 11.4%
Cost/income ratio 56-58% 61.2% 58.8%
CET1 (fully-loaded) 17.5-18.5% 18.1% 18.4%
Dividend payout ratio At least 50% of net sustainable profit 62% 62%

Strategic pillars

Support our clients’ transition to sustainability

We are committed to helping our clients become more sustainable
Metric Target 2022 Target 2020 Target 2019 Results 20191
Renewable energy commitment as a % of energy portfolio 26%2 20% 14% 14%
Sustainable financing EUR 7.5 billion EUR 3.0 billion EUR 1.5 billion 3
Sustainable investments (client assets) EUR 30 billion4 EUR 22.5 billion5 EUR 14.5 billion EUR 20.6 billion
We provide our clients with insight into their sustainability performance
Metric Target 2022 Target 2020 Target 2019 Results 20191
Clients rated on our CASY6 sustainability rating tool
Commercial Banking 100% 100% 100% 42%
Corporate & Institutional Banking 100% 100% 100% 84%
We help our clients invest to make their homes and real estate more sustainable
Metric Target 2022 Target 2020 Target 2019 Results 20191
Average energy label (residential properties) 70% rated A-C 63% rated A-C 61% rated A-C 60% rated A-C
Average energy label (commercial properties) 47% average A 31% average A 23% average A 26% average A

Reinvent the customer experience

Net Promoter Score (relational)
Metric Target 2022 Target 2020 Target 2019 Results 20191
Retail Banking ≥ -4 ≥ -107 ≥ -6 -10
Commercial Banking ≥ +1 ≥ +18 ≥ 0 +1
Private Banking ≥ +9 ≥ +99 ≥ +1 +9
Corporate & Institutional Banking ≥ +32 ≥ +2910 ≥ +32 +29

Build a future-proof bank

Metric Target 2022 Target 2020 Target 2019 Results 20191
Employee engagement ≥ 80% 80% 80% 80%

1 We introduced new targets in 2018 as part of our strategy refresh. Therefore, we did not report against all strategic pillar metrics. Figures available for 2018 are as follows: NPS Retail Banking (-9); NPS Private Banking (-1), NPS Commercial Banking (-2), NPS Corporate & Institutional Banking (+45) and Employee engagement (80%).
2 Target for 2022 is indicative only; we are currently enhancing our methodology for this metric.
3 Sustainable financing is a new KPI which is still under development. We expect to report results in 2020.
4 Please note that our target for 2022 will be reviewed to reflect the EU taxonomy for sustainable activities.
5 This target was originally set at EUR 16 billion; it has been readjusted to EUR 22.5 billion.
6 CASY - Client Assessment on Sustainability.
7 This target was originally set at ≥-3; it has been readjusted to ≥-10.
8 This target was originally set at ≥+3; it has been readjusted to ≥+1.
9 This target was originally set at ≥+3; it has been readjusted to ≥+9.
10 This target was originally set at ≥+36; it has been readjusted to ≥+29.

For more details on non-financial indicators please see page 70 of our Integrated Annual Review.