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 |
| 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 |
| 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% |
| 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.
