Customer value
Creating the highest possible customer value - having and
keeping satisfied customers - is one of Rabobank's core objectives.
Customer value comprises a combination of customer satisfaction
and customer loyalty. Rabobank is always open to constructive
feedback and is keen to learn from clients what it does well and
what could be improved. Customer satisfaction and customer
loyalty are measured through market surveys and compared with
those for competing banks. In 2006, customer satisfaction among
private individuals rose further, from 7.4 to 7.5, which meets
Rabobank's own ambitious long-term target: customer
satisfaction of at least 7.5.
Customer satisfaction among private
individuals
Rabobank organises annual surveys of customer satisfaction
and loyalty among thousands of private and corporate
clients of the local Rabobanks, Robeco and Alex.
The survey target is to gain insight into and to monitor
customer satisfaction and loyalty. The feedback received
from clients is essential for continued improvement of the
services.
The survey shows Rabobank's high score for customer
satisfaction. In 2006, customer satisfaction among private
individuals rose further, from 7.4 to 7.5. In addition, the
bank's ambitious long-term target of at least 7.5 was met
for the first time using the new measuring methodology,
which was introduced in 2004.
Compared with the competition, Rabobank scores high on
such aspects as availability by telephone, quick access to
the right person, staff expertise and Internet banking.
Additionally, the surveys show that Rabobank often makes
offers at a time that suits the clients and that it gives good
advice when the client really needs it. In the year under
review, the scores on fast and smooth problem solving, clear
answering to questions and ease of Internet banking were
clearly improved. Nevertheless, clients would like Rabobank
to work on greater transparency in its costs and charges.
Customer value 79
