The customer is the basis for the existence of the cooperative Rabobank. Further intensifying
the customer focus in each of Rabobank's employees is aimed at putting the interests of our
customers at the heart of everything we say and do. In doing so, we are aiming to achieve
concrete results and demonstrable benefits for our customers.
Read more about the governance of Rabobank here.
Vision 2016
Rabobank is faced with far-reaching changes in its environment. Customers want
straightforward and transparent financial services and to be able to conduct their banking
matters anytime and anywhere. At the same time, the limited economic growth means that
earnings are stagnating and bad debt costs remain high. Responding to these developments,
Rabobank established the programme Vision 2016 in 2013. This programme is aimed at better
customer service at a lower cost. Between now and 2016, we are committed to five changes
that will help us achieve our goals:
1We strengthen our cooperative identity in our day-to-day conduct.
2. We focus on providing advice to existing customers and specific target groups.
3. We increase our impact in society.
4. We virtualise our services.
5. We reduce our costs and hold each other accountable for this.
Sustainably successful together
As a cooperative bank, Rabobank aims to act as a partner to its wholesale and retail customers
in achieving their ambitions in and for a sustainable society. In 2014, we made our ambitions for
our contribution to a sustainable development to 2020 explicit and quantifiable in the
memorandum Sustainably Successful Together. Our social contribution consists of accelerating
efforts to increase the sustainability of agriculture and food supplies around the world and
strengthening the vitality of communities. By interlinking our financial services, knowledge and
relevant networks with our customers' ambitions, we will become sustainably successful
together. Sustainability will become an integral part of the customer relationship in the process.
In order to achieve this in the short term, we have also refocused our ambitions for our own
efforts. We use performance indicators to measure progress towards attaining our ambitions.
We will report on them to our stakeholders. We engage in dialogue with them and, partly on
that basis, periodically adjust our goals.The aim is for independent experts to qualify us as one
of the most sustainable globally operating general banks by 2020.
Read background information about Rabobank's sustainability policy here.
Read the full document with our sustainability ambitions here.
Empowering employees
Rabobank aims to have an appealing corporate culture in which it can take pride and that
manifests itself in its day-to-day conduct. Rabobank launched a Group-wide culture programme
in 2013. This programme is aimed at the attitude and behaviour of employees in their daily
conduct. Rabobank firmly believes that the values of respect, integrity, sustainability and
professionalism must be endorsed by and embedded in all employees.
Maximum customer focus calls for a new way of working with each other. Our focus is on
attracting and developing talent. Strong leadership and motivated employees are necessary to
support and shape the changes within the bank. It is above all our employees who make the
bank what it is and can make an exceptionally important contribution towards this.
Annual Report 2014 Rabobank Group
