Our targets

In addition to our 2017/2018 results, we are announcing a series of new targets for 2019/2020 to support our refreshed strategy.

Group targets

Non-financial
Metric Target 2020 2018 2017
Gender diversity at the top 30% women in top 28% 25%
Gender diversity at the subtop 35% women in subtop 27% 28%
Dow Jones Sustainability Index (DJSI) ranking1 Top 5% of sector banks Top 5% of sector banks (86) Top 5% of sector banks (91)
Banking Confidence Monitor Leading amongst large Dutch banks 3.3 3.2
Financial
Metric Target 2020 2018 2017
Return on average equity 10-13% 11.4% 14.5%
Cost/income ratio 56-58% 58.8% 60.1%
CET1 (fully-loaded) 17.5-18.5% 18.4% 17.7%
Dividend payout ratio At least 50% of sustainable profit 62% 50%

Strategic pillars

Support our clients’ transition to sustainability

We are committed to supporting our clients in their transition to sustainability
Metric Target 2020 Target 2019 20182
Renewable energy commitment as a % of energy portfolio 20% 14%
Sustainability financing EUR 3.0 billion EUR 1.5 billion
Sustainability investments (AuA) EUR 16 billion EUR 14.5 billion
We give our clients insight into their sustainability performance
Metric Target 2020 Target 2019 20182
Clients rated on our sustainability rating tool, the Global Sustainability Risk Index 100% 100%3
We help our clients invest in making their homes and real estate more sustainable
Metric Target 2020 Target 2019 20182
Average energy label (residential properties) 63% rated A-C 61% rated A-C
Average energy label (commercial properties) 31% average A 23% average A

Reinvent the customer experience

Net Promoter Score (relational)
Metric Target 2020 Target 2019 20182
Retail Banking ≥ -3 ≥ -6 -9
Private Banking ≥ +3 ≥ +1 -1
Commercial Banking ≥ +3 ≥ 0 -2
Corporate & Institutional Banking ≥ +36 ≥ +324 +45

Build a future-proof bank

Metric Target 2020 Target 2019 20182
Employee engagement 80% 80% 80%

1 Please note that, under the DJSI, scores are not directly comparable because of regular recalibration and changes to methodology.
2 Blank indicates new targets introduced as part of the 2018 strategy refresh. The targets have been set according to the following baselines (in same sequence as table): 12%; EUR 750 million; EUR 13.9 billion; within Corporate & Institutional Banking: 100%, excluding Financial Institution clients; 59.4% rated A-C; 13% average A.
3 Within Commercial Banking, this includes all CBC clients; within Corporate & Institutional Banking, this includes all clients with the exception of Financial Institution clients.
4 For Corporate & Institutional Banking, we expect a decrease in 2019 in our Net Promoter Score (relational) following recent organisational changes.