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Rabobank performance indicators Treating Customers Fairly
table shows Rabobank's scores for 2012 compared with 2011 and the average score of the
other major market players included in the Dashboard. Rabobank's overall aim is to achieve
an average score of 4 for each element.
Modules applicable to Rabobank
Rabobank
2012
Rabobank
compared
to sector Rabobank
average 201211 2011
Rabobank
compared
to sector
average 201111
Dashboard
3.4
above 3.0
equal
Savings policy
3.7
equal 3.3
above
Mortgages
3.4
above 2.5
below
- Self-assessment
3.0
below 2.5
below
- Payment arrears (new)
3.8
above
Consumer loans
3.1
below 3.8
above
Investment
3.6
above 2.8
equal
- Cost of investing
3.0
above
- Distribution fees
4.2
above
- Investment services
3.6
above
Transparency
2.9
below 2.5
above
Complaint management
3.5
below 2.7
below
11 Sector average represents the
average score of the five largest
banks and five largest insurance
companies in The Netherlands.
The AFM does not publish average
scores for Overall change.
Rabobank was awarded a score of 3.4 in the TCF Dashboard, above the sector average.
The only module for which Rabobank scored less than 3.0 relates to the provision of
transparent information. Consumer loans is the only module in which Rabobank's score
went down in 2012, from 3.8 in 2011 to 3.1However, the scores for 2011 and 2012 are
not fully comparable because the AFM made a number of changes to this module.
The AFM also looks at 'overall change'at organisations in order to increase the focus on
treating customers fairly. As part of this, it pays attention to the way in which the organisation
safeguards customer interests. This year, the overall change module encompassed the
following elements: change strategy, organisational management (KPIs), learning organisation
and employee management. Rabobank achieved a score of 3.7 for the overall change module
in 2012.
Rabobank views the improvements in the TCF Dashboard scores positively, and it will
continue to make further improvements.
The following tables set out the performance indicators used at Rabobank for measuring
activities related to the deliverables and policy principles. All entities use the Net Promoter
Score (NPS) system. In this system, customers are asked to rate how likely they are to
recommend Rabobank to others. Customers are classified as promoters (rating of 9 or 10),
neutral (rating of 7 or 8) or detractors (rating of 6 or lower). The number of detractors is
subtracted from the number of promoters to obtain the NPS. In the corporate market, the
NPS-Plus (TRI*M-index) system is also used. In addition to the recommendation score (NPS),
this system also incorporates scores for customer satisfaction, likelihood of choosing
Rabobank again and competitive advantage, which together make up the NPS-Plus score.
Overall change
Organisational management
Employee management
Change strategy (bonus/penalty)
Learning organisation (bonus/penalty)
3.7 - 3.3
3 - 4
4 - 2
0.1 - 4
0.1
30 Annual Report 2012 Rabobank Group
