ING Bank was recently recognized as a leader in customer loyalty in the local banking market, according to the Global Banking Benchmarks Report. The study, developed by NPS Prism – the customer experience assessment platform of management consulting firm Bain & Company – analyzed consumer perceptions in 22 countries regarding essential banking products, such as current and savings accounts.
ING Bank, in its research, demonstrated a high level of loyalty among its 1,8 million customers, who chose the current account as their preferred solution for managing their personal finances. This performance is the result of a continuous commitment to innovation and digitalization, strategies that have allowed the bank to offer services tailored to the specific needs of modern consumers.
ING Bank Romania representative, Roxana Petria, Tribe Lead Customer Engagement, Retail Banking, stated: “We are delighted with this recognition, especially in a special year in which ING Bank celebrates 30 years of activity locally. We thank the 1,8 million customers for their trust and the approximately 4000 colleagues who, through their dedicated work, contribute to the continuous improvement of our customers' experience.”
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These words emphasize the importance of collaboration and a united team, which constantly works to optimize the services offered.
The Global Banking NPS Benchmarks report, launched globally for the first time in 2024, provides a detailed analysis of the factors that influence customer loyalty across regions. By comparing performance across markets, the study helps banks identify both strengths and areas for service improvement, helping to grow market share and build consumer trust.
In addition to ING Bank Romania, the distinction of leader in customer loyalty was also awarded to ING colleagues in Poland, Spain and Germany, thus demonstrating the solid performance of the brand at an international level. This recognition is a clear indication that investments in digitalization and innovation are the key to success in the modern banking industry.
ING Bank Romania continues to position itself as a pioneer in the banking sector, offering quality services that meet the demands of a constantly evolving economy. The bank's commitment to the client and the focus on developing the digital experience represent the main pillars of its growth strategy, contributing to consolidating its leading position on the local and international market.
