In 2008, Rabobank launched the Customer Care programme to underscore its ambition to
provide clients with the best possible service.The programme has been included in the line
organisation since 2010. A steering committee monitors whether clients' interests are continually
well served. Monitoring is done by reference to a number of key principles. The key principles
for treating customers fairly were reviewed in 2013, which resulted in refocused principles and
tighter monitoring.
The revised principles are:
appropriate advice
good service
good products
accessible, involved and sustainable banking
Periodic management information is drawn up on the basis of these principles. This management
information (consisting of information including customer surveys, complaints, product reviews
and feedback from the Netherlands Authority for the Financial Markets (AFM) is used as input
for ceaselessly managing for improvements. As in 2012, these reports were discussed at the
level of the Executive Board and the Supervisory Board.
The individual local Rabobanks themselves also have management information available on the
quality of the advice provided and on customer satisfaction and other matters. This information
is based, for instance, on internal audits, customer satisfaction surveys and complaints handling.
In addition, the local Compliance Officer reviews whether or customers are treated with due
care.The local Supervisory Board monitors the local Local board of directors Board of directors
based, in part, on this information.
The product approval committee, which has now been operational for ten years, monitors the
quality of the products, their benefits for the customer, as well as their safety and the quality of
the information provided with respect to these products. Products offered by Rabobank are not
added to the product range until they meet the criteria applied by this committee.
The bank's founding principles provide guidance in the day-to-day activities for everyone who
works at Rabobank. The employees of the local member Rabobanks and Rabobank Nederland
aim to provide top- quality, conscientious services. The performance targets agreed with them
are balanced. Variable remuneration was discontinued with effect from 2013 for all employees
covered by the Collective Labour Agreement. A performance management system is used for
employee evaluations and setting their fixed remuneration. The system is designed to foster
performance and competencies. In 2013 and 2014, customer focus and teamwork will continue
to be compulsory elements in the performance management system. A balanced set of
performance targets is agreed with each employee. Employees who have direct or indirect
contact with clients always have an explicit target geared to treating customers fairly. A sufficient
focus on the customers' interests is a precondition for a favourable evaluation for employees.
Rabobank uses management and compliance reports to monitor the quality of customer
service and customer care on an ongoing basis.
Moral and ethical conduct declaration
On 17 April 2013 the members of the Executive Board and Supervisory Board then in office
took the oath for the moral and ethical conduct declaration before Mr Koopmans, Chairman
of the Supervisory Board. Mr Koopmans, on his part, took the oath on that date before the
Deputy Chairman of the Supervisory Board, Mr Vermeer. Mr Degle was unable to be present on
17 April 2013. Fie took the oath for the moral and ethical conduct declaration on 23 May 2013.
Dutch Banking Code
