Treating Customers Fairly
As a cooperative, Rabobank's principal starting point
for the services it provides is the interests of customers.
It is Rabobank's ambition to provide customers with the
best possible service and treat them with the greatest
possible care, putting their interests first. This is enshrined
in Rabobank's code of conduct, mission statement and
cooperative structure. To underscore its ambition of
providing clients with the best possible service, Rabobank
launched Customer Care, an internal programme, in 2008.
In 2010, Rabobank formulated four clear deliverables:
good products, appropriate advice, service excellence,
and a balanced advisory model. This framework will be
evaluated and revised in 2013.
Rabobank framework for Treating Customers Fairly
Rabobank uses performance indicators so that activities related to these deliverables and policy
principles can, insofar as possible, be measured and embedded in management information.
Continuous customer surveys on the deliverables form an important source of information for
monitoring and adjustment purposes. In 2012, activities and improvements in the area of
customer focus were reported on a quarterly basis for each department. At local Rabobank
level, management information on matters such as customer satisfaction and the quality of
advice provided by that bank are made available to each Management Team. This is done
with the aim of making customer opinion regarding service quality an integral part of the
organisation's decision-making and management. A number of improvements were made
during the year under review to ensure an even greater focus on customer interests.
Good products
Appropriate advice
Service excellence
Balanced
advisory model
Rabobank only
develops and sells
products and services
that are able to meet
the needs of clients
for whom our
products and
services are intended.
Rabobank provides
clients with clear
information on
products and
Rabobank ensures
that advice is properly I
suited to the
knowledge,
experience, financial
position, objective
and risk appetite of
each client.
Rabobank is a reliable
long-term financial
I partner for clients, and
provides customer
care that is
appropriate given the
nature of the client,
the services provided
and the product.
Rabobank provides
services that meet the
needs of clients.
Rabobank makes
efforts to educate
clients about financial
products and services.
Rabobank has a
balanced advisory
model, which does
not contain any
incentives that lead
to unnecessary sales.
28 Annual Report 2012 Rabobank Group
