The NPS shows the extent to which the
respondent would recommend the advisor
to others.The respondent is regarded as a
'promoter' (score of 9 or 10), as 'passively
satisfied' (score of 7 or 8) or as a 'detractor'
(score ofOto 6).The NPS is calculated by
subtracting the percentage of'promoters'
from the percentage of'detractors'.
The score is expressed as an absolute
number between -100 and +100.
NPS advisor
Retail customers
Private banking customers
Businesess
Q3
2013
Q4
2013
Q1
2014
Q2
2014
Q3
2014
Q4
2014
The CES shows the extent to which the
respondent had to make an effort to take
care of matters during the last contact.
The CES is measured on a scale of one to
five from 'very low effort' to 'very high
effort'.The CES is calculated by subtracting
the percentage of respondents who
selected 'low effort' or 'very low effort'
from the percentage of respondents who
selected 'high effort' or 'very high effort'.
The CES is expressed as an absolute
number between -100 and +100.
CES daily banking business
80
70
60
50
40
30
20
10
0
Q2
2013
Q3
2013
Q4
2013
Q1
2014
Q2
2014
Q3
2014
Q4
2014
Retail customers
Private banking customers
Businesess
The CAS indicates to what extent (in the
respondent's opinion) the advisor has
acted in the customer's best interest, as
opposed to in Rabobank's interest only.
The CAS is measured on a five-point scale,
ranging from 'completely disagree' to
'completely agree', where the responses
'agree somewhat' and 'completely agree'
determine the score.
CAS advisor
Q2
2013
Q3
2013
Q4
2013
Q1
2014
Q2
2014
11
Q3 Q4
2014 2014
Retail customers
Private banking customers
Businesess
We calculate the NPS, CES and CAS based on brief surveys which virtually all local Rabobanks
conduct after each customer interaction. By listening carefully to the feedback we receive from
customers, we learn how to bring our services more in line with their expectations. We received
a total of 242,000 customer complaints in the Netherlands in 2014, a 3% increase over last year.
The number of complaints which were handled directly remained approximately the same.
Customers who are dissatisfied with how their business was handled by their local Rabobank
can direct their complaint to the Rabobank Nederland Complaints Desk. In 2014, the number of
complaints handled by the desk increased from more than 3,000 to nearly 4,000.
20
Annual Report 2014 Rabobank Group
