Slight increase in number of complaints
Nature of complaint
Savings
26 Rabobank Group Annual Report 2003
In order to determine if this had an effect on the rating, customer value
was measured over a prolonged period in 2003 via both Internet and
telephone. This showed that the opinions of Internet respondents had a
(non-recurring) upward effect of 0.2 on the score. Private individuals
awarded a score of 7.7 for satisfaction with the services in 2003.
Adjusted for the new polling method, this is slightly higher than in 2002
(7.4).Satisfaction among business clients is 7.4. Both figures are higher
for Rabobank than for the benchmark competitors.The satisfaction scores
for Interpolis, Robeco Direct and Alex of 7.8, 7.6 and 8.0 respectively are
also above the level of the competitors.
Rabobank is valued particularly as a bank that is both near to the client
and committed to the client. In this respect, as well as on such aspects
as personal contact, understanding, responsiveness and time and atten
tion for the client, Rabobank is invariably rated the best bank.To clients,
these are important advantages over other banks. All the large banks are
given approximately the same scores on more preconditional aspects
such as reliability and expertise.
Customer value is reflected in the proper handling of complaints. By
expressing their dissatisfaction, clients give the Bank the opportunity to
find a solution and to maintain the relationship. A complaint is also an
incentive from a client to do things even better. The Complaints Service
of Rabobank Nederland handles complaints from clients that are dissat
isfied with the solution offered by their local Rabobank.
In the year under review, the Complaints Service received 2,730 (2,641)
complaints. After a strong increase of 29% in the number of complaints
in 2002,the increase in 2003 was small at over 3%.This is the result of
the growing willingness among clients to air complaints.
The increase in the number of complaints about mortgage loans is a
result of the low interest rates. In a number of cases, clients who opted
for a mortgage replacement had to pay interest compensation. Because
they did not accept this, they turned to the Complaints Service. There
were fewer complaints on policy. This seems to indicate that more and
more clients are becoming accustomed to the new service concepts,
such as the use of electronic equipment and direct channels.
2003 2002
Funds transfers
55%
55%
Policy, negligence, discourtesy
23%
27%
Mortgages
6%
3%
Securities
4%
4%
Loans
3%
3%
Cancelling accounts/calling security
2%
3%
2%
2%
Insurance
3%
2%
Other
2% 1%
