Accessible, involved and sustainable
Rabobank is accessible and wants to be a bank among people, contribute to their success and work with others
towards sustainable economic development at an individual, local, national and global level.
Rabobank's employees treat customers in accordance with the core values: respect, integrity, professionalism
and sustainability and foster long-term relationships with customers.
Suitable advice
Good service
Good products
Rabobank will ensure that
advice is clear and aligned with
customers' knowledge and
experience,financial position,
objectives and risk appetite.
Rabobank delivers faultless
services aligned with
customers' requirements.
Day-to-day banking matters
should require as little time
and effort from customers
as possible.
Rabobank only develops
products and services that cater
to a need and are in customers'
interest and provides clear
information on them.
Rabobank is a reliable, long-
term financial partner for
its customers.
Rabobank conscientiously
addresses customers'
complaints and uses
complaints to improve
its services.
Rabobank's fees and
commission are a fair reflection
of the costs, the risks and the
required returns.
Rabobank is taking steps to foreground treating customers fairly more explicitly not just in
local Rabobanks but also for wholesale customers in the Netherlands, guided by the motto
'Client Centricity'. Rabobank's ambition is to provide, on the basis of its cooperative values and
customers' requirements, a more personal, predictable and transparent customer experience.
This will lead to a range of initiatives in the period ahead designed to result in a clear model for
serving wholesale customers.
AFM Dashboard Treating Customers Fairly
In 2013 the theme 'Product suppliers put client's interests first' (Treating Customers Fairly)
was again one of the spearheads in the supervision exercised by the Autoriteit Financiële
Markten (AFM). The AFM Dashboard reflects the extent to which the AFM believes a financial
enterprise is succeeding at treating customers fairly. In reaching its opinion, the AFM looks at
a range of products, procedures and services. By awarding scores, the AFM aims to offer
businesses an understanding of the extent to which they treat customers fairly and to create a
benchmark compared to the market. It wants to encourage businesses to make a conscious
effort to give due weight to the concept of treating customers fairly and apply it in practice.
The AFM's Dashboard covers the ten largest banks and insurers in the Netherlands. Rabobank
recognises that the AFM dashboard and the AFM's feedback concerning specific elements of it
form a useful frame of reference and serve as a guide for future improvements, supplementing
its own set of values and customer surveys.
The AFM Dashboard is based on a scale of 1 to 5.The following table shows Rabobank's scores for
2013 compared with 2012 and the average score of the major other market players included in
the AFM Dashboard. Rabobank's overall aim is to achieve an average score of 4 for each element.
38 Annual Report 2013 Rabobank Group
