Brand values
22 Rabobank Group Annual Report 2004
Customer value
Question: with which of the five large banks do you most associate
the following characteristics?
2004
2003
Rabobank
Rabobank
ranking
ranking
Private individuals
Near-you
56 1
48
1
Committed
44 1
41
1
Leading
42 1
36
2
Businesses
Near-you
60 1
53
1
Committed
47 1
39
1
Leading
44 1
33
2
Source: Millward Brown Centrum research bureau
Complaints management
Proper complaints management befits an organisation whose aim it is
to be near to and committed to its clients. Clients who are prepared to
make the effort to voice their dissatisfaction provide the bank with an
opportunity to find a solution. A survey held in the year under review
revealed that clients attach great importance to complaints being
recognised and taken seriously. Complaints are always justified, for they
express dissatisfaction or disappointment truly felt by the client. It is
important to address that aspect in the first place and then to attend to
the subject matter of complaint itself. In many cases, the client and the
bank will not agree. However, a respectful exchange of views and reasons
may contribute to mutual understanding and a restored relationship.
Clients that are dissatisfied with the handling of their particular com
plaint by the local Rabobank can contact the Complaints Service of
Rabobank Nederland. In 2004, the Complaints Service received 3,246
(2,730) complaints. In handling these, the Complaints Service involved
the local banks where possible. As a result, around one third of the
complaints were handled by the local bank after all, where necessary
after having been advised. The increase in the number of complaints
cannot be explained by any specific causes, although a few matters are
worth noting. For instance, clients were dissatisfied with the way in
which they were confronted with the new terms for electronic services.
Consequently, the acceptation procedure was changed. Irregular and
late receipt of bank statements often gave rise to complaints.
The recent capacity expansion should solve this problem.
In the year under review, the Complaints Service implemented a new
registration system for recording client and complaint data. The com
plaint classification was aligned with the subjects table used by local
banks. This resulted in the following top 5 of subjects:
1. Rabobank Internet banking /Telebanking (314)
2. Disputed withdrawals in the Netherlands with stolen or lost bank
cards (292)
3. Late receipt of bank statements (118)
4. Personal approach and service (102)
5. Entry in the incident register (95)
