Customer satisfaction among private individuals in line with target
Rabobank Group attaches great importance to client satisfaction and loyalty.
In 2007, the local Rabobanks and Obvion succeeded in strengthening their positions in the
mortgages market further. Rabobank Group's mortgages market share grew from 26% to
28%. The market share of the local Rabobanks grew by 2.1 percentage points, to 22.4%.
Obvion, the mortgage lender for the broker channel, saw its market share rise by 0.1
percentage points to 5.3%. Early in 2007, Rabobank introduced the Rabo KlimaatHypotheek.
Through interest rate discounts, this mortgage encourages sustainable investments in
owner-occupied houses.
Many new clients opened savings accounts with a local Rabobank in the year under
review. Among other factors, this enabled Rabobank Group to increase its market share in
the savings market from 39% to 41%. The savings market share of the local Rabobanks grew
by 1.2 percentage points to 38.6%. Robeco's savings bank Roparco saw its market share rise
as well. At 31 December 2007, Roparco had a 2.1% market share, 0.2 percentage points
higher than a year ago.
The number of SME clients at the local Rabobanks grew to 599,000 in the year under
review and the SME market share, as measured by TNS NIPO, was stable at 38% (38%).
Traditionally, the local Rabobanks have had a strong presence in rural areas. In order to
further strengthen Rabobank Group's position in the Netherlands, a stronger position in
urban areas is called for. Rabobank Group's share of the SME market in the cities was 27%.
Rabobank offers several supporting facilities to start-ups. Because the local Rabobanks invest
in start-up enterprises - with time, money and attention - they succeeded in strengthening
their leading position in this market. Rabobank Group's share in the start-up market rose
from 33% to 38%.
Market shares
in
2005
2006
2007
90
Agricultural
SME
Savings
Mortgages
Customer satisfaction and customer loyalty are measured by means of market surveys and
compared with those of the competition. Feedback from clients enables Rabobank Group to
improve its services continually.
In 2007, private clients at the local Rabobanks rated customer satisfaction with a score of
7.5 (7.5), which is in line with our long-term target of at least 7.5. Compared with the
competition, Rabobank scores high on such aspects as availability by telephone, quick
access to the right person, staff expertise and complaints handling. Also, the surveys show
that Rabobank gives advice when the client really needs it and that customer loyalty was
high in 2007. Loyalty declined at all the banks surveyed, but to a far greater extent with
competitors. This offers opportunities for the local Rabobanks.
Brokers satisfied with Obvion
The brokers collaborating with Obvion were satisfied with the services rendered by this
organisation. Good and lasting relationships with its brokers, among other things, won
Obvion the 'Gouden Spreekbuis' award in 2007. This award is extended annually by Blauw
Research to the lender having the best image among brokers.
43
Report of the Executive Board
