Customer care
The added value that we, at Rabobank, want to provide to our customers
means that we need to offer high-quality, responsible customer services.
We want our customers to be satisfied with the quality of our services,
and set great store by our duty of care, safety and privacy, and also aim to
offer our customers the opportunity to participate in society. We boast a
range of products that improve access to credit for both corporate and
retail clients. In addition, we are committed to improving access to credit
for vulnerable groups by offering special products and services. Rabobank's
Customer Care programme brings together all aspects of client value in
three specific result areas (intelligible products, appropriate advice and
high-quality service), providing a clear frame of reference for serving the
interests of the client.
Customer care policy framework
During the year under review, the implementation of the customer care policy framework,
which focuses on improving the client service experience, was supported by the Rabo Duty
of Care programme. The main objective at Rabobank Nederland was to assist the market
directorates with the further transposition of the policy framework to policy in the areas of
formula, products, risk and HR. At the end of 2009,97% of the local Rabobanks were actively
working in accordance with the principles of the policy framework, and 70% of these branches
were supported by the programme. The local Rabobanks have stated that they will continue
to make use of the available support in 2010. The Executive Board has decided to continue
some elements of the programme until mid-2010, partly in view of external developments.
Review committee for new products
New Rabobank products need to satisfy strict requirements and are submitted to our internal
Product Review Committee for approval. The Committee's priorities are to carry out checks in
relation to Rabobank's duty of care, risk relating to the advisory function, and reputation risk.
The Committee is chaired by a member of the Executive Board and meets every two weeks.
Support for retail clients
The financial crisis has made it more important than ever that clients in financial difficulties
receive proper support. Such clients could count on receiving personal attention from
Rabobank and were given time to resolve their issues. There was no substantial increase in
payment arrears in the retail market in 2009, despite the impact of the financial crisis, thanks
to Rabobank's prudent lending policy.
Support for corporate clients in difficulties
Rabobank stands by its clients when they encounter problems. It actively seeks to identify
problems at an early stage in the event that corporate clients find themselves in difficulties.
Employees are given ongoing training so that they able to respond in the best possible way
to developments affecting our clients. In 2009, there was perceptible growth in the number
of non-performing loans. With respect to non-performing accounts, our basic principle is that
we want to help clients get back on their feet in a responsible manner. Rabobank's central
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Report 2009 Rabobank Group
