The customer is at the core of the Rabobank
Group.The Group's primary focus is on creating
maximum customer value, i.e. the value a client
attaches to the services. Market leadership is
a precondition for being able to continue
investing in high-quality products and services
and generating customer value in the long
term.
Customer Value Monitor
20 Rabobank Group Annual Report 2002
Customer value
high degree of loyalty and strong identification with their bank. Of
the clients surveyed in 2002,44% of private individuals and 34% of
businesses thought Rabobank acted primarily in their interests and
not in its own financial interest. For our competitors, this percentage
is significantly lower, at 35% and 27% respectively. In addition, the
Customer Value Monitor measures client satisfaction.This declined
slightly in the year under review. Private individuals awarded a score
of 7.4 on satisfaction, against 7.5 in 2001. Satisfaction among
businesses scored 7.1 against 7.4 in 2001. Robeco Direct and Interpolis
scored 7.7 and 7.6 respectively.
Satisfaction
Customer value depends on clients' faith that the Rabobank Group
acts primarily in their interests and clearly puts their wishes and
needs first. Optimum product quality and service quality is therefore
essential.To measure customer value, we have developed the
Customer Value Monitor.
2002 2001
The Customer Value Monitor continuously analyses the main
indicators of customer value.Within each client group of the local
Rabobanks, Interpolis and Robeco, more than 7,500 people in the
Netherlands are questioned each year on the performance of these
Group entities. Our competitors' customers are also surveyed about
the performance of their banks so that we can benchmark the
Rabobank against them.The customer value monitor shows that
Rabobank clients differ from clients of competitors by virtue of their
Rabobank private
7.4
7.5
benchmark
7.4
7.4
Rabobank business
7.1
7.4
benchmark
7.0
7.3
Robeco Direct
7.7
8.1
benchmark
7.4
7.6
Interpolis
7.6
7.6
benchmark
7.6
7.5
