ING Bank is an Australian direct bank and a wholly owned subsidiary of the multinational Dutch bank, ING Group.
ING Bank operates as a series of controlled entities: trusts and the primary bank division, ING Direct, which operates under the segments of Mortgages, Savings and Commercial Loans. Founded in 1999 as a subsidiary of ING Group, ING Direct was Australia's first direct bank and has since grown to become the largest mortgage lender outside of Australia's big four banks. ING Direct scores favourably with customer satisfaction and has the highest net promoter score of any financial institution in Australia.
As of December 2016, the bank had 1.7 million customers and over 500,000 transaction accounts. In December 2015, ING Direct had a mortgage portfolio valued at AU$38.6 billion and AU$1.6 billion super funds under management, with 34,000 active superannuation accounts in 2014.
|Products||Finance and insurance Consumer banking Corporate banking Superannuation Mortgages|
|Headquarters||60 Margaret Street, Sydney, Australia|
|Divisions||Mortgages, Savings, Personal loans|
|Industry||Banking, financial services|
|Total assets||A$53.4 billion (2016)|
NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.
It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.
The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.
Yes, it is.
Net Promoter Score is a number from -100 from 100.
Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.
The industry average for Financial Services / Banking is 18.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If ING Direct Australia sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.
On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.
Therefore, comparing the NPS score of ING Direct Australia with your own without any further context is not that useful.
What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.
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