Retail clients
Private Banking
Corporate Advice
KPI
Actual 2012
Target
Actual 2011
NPS of customers who would recommend
Rabobank to others)
-6%
0%
-7%
Number of customers for whom Rabobank is
their primary bank (x 1,000)
1,607
1,675
1,603
KPI
Actual 2012
Target
Actual 2011
NPS of customers who would recommend
Rabobank to others)
-6%
0%
-6%
of customers who claim that their account
manager has helped them achieve financial
peace of mind
of customers who feel that Rabobank actively
monitors customer relations
50%
7%
60%
25%
47%
Unknown
of customers whose day-to-day banking
affairs are handled impeccably 63% 50% 63%
Source: for'financial peace of mind', Lokaal Onderzoekhuis - Contact modules - Miles Research.
For other the indicators: National Customer Satisfaction Survey - Partial report'Quarterly NPS report' - Miles Research.
The NPS for retail clients and Private Banking is slightly lower compared to the target. Clients
do not feel that their advisers provide enough added value at the moment. For this reason, a
great deal of attention is being paid to providing policy-related support, such as tweaking the
mortgage advice framework. At the same time, the added value of the advice provided is
being made more visible, for instance through a programme that provides pension advice to
persons who are both the director and major shareholder of a business. Preparations have
been made for the phased introduction of a new fee structure.
The revamped integrated complaint management procedure in particular offers opportunities
to increase the proportion of customers who are happy with how their day-to-day banking
affairs are handled, because it will demonstrate to customers that Rabobank focuses on
their interests and that their opinion counts, and enable Rabobank to learn and discover
opportunities for improvement. Employees'job profiles and the remuneration system have
been brought into step with the policy principles forTreating Customers Fairly, and training is
also available on how to conduct meetings and consultations so that customers are happy.
This should help make clients feel better about the extent to which they perceive financial
peace of mind.
(businesses with up to EUR 1 million in revenue)
KPI
Customers in Trade, Industry and Services
(both primary and secundary customers)
Actual 2012
Target
Dutch banks
(average)
Actual 2011
Recommend (NPS of promoters - of detractors)
(How likely are you to recommend Rabobank to others)
Satisfaction excellent, very good or good)
(How would you rate Rabobank in general)
-24%
79%
0%
-33%
75%
-15%
81%
Choose again certain, likely)
(How likely are you to choose Rabobank again)
Competitive advantage very great extent, great extent, some advantages)
(To what extent do you believe Rabobank provides advantages)
NPS-Plus (overall score or TNS NIPO TRPM-index)
63%
58%
47
52 (stable)
54%
49%
40
68%
63%
52
Promoter NPS (primary customers only)
-19%
0%
-26%
-11
Source: TNS NIPO, Customer loyalty survey, December 2012
31 Treating Customers Fairly
