One of the reasons for this increase was the risk premiums for mortgages and the ineligibility of
some customers for the discount on the payment package (to which they had formerly been
entitled). The most frequent complaints received by our Complaints Desk concerned the
following issues:
1Credit card disputes (409)
2. Disputed debit card withdrawals (344)
3. Employee advice (235)
4. Fees and commissions and other (221)
5. Internet banking (218)
A significant portion of the complaints received by local Rabobanks concerned credit card
payments and debit card withdrawals. Although we perceive a positive trend in our customers'
satisfaction with their advisor, we also receive a number of complaints about the quality of the
consultancy. These complaints concern issues such as mortgage advice and the risk premiums
for mortgages.
The method used to calculate the risk premium for mortgages was updated in 2014.
More information about this revision is provided in the Adjusting the rate structure for
mortgages paragraph. Complaints about fees, interest rates and other commission costs
concerned issues including the expiry of customers'eligibility for a discount on the payment
package. The fifth category, complaints about internet banking, relates mainly to phishing. As a
result of the increased efforts in areas such as communications, security and criminal
investigation, the number of phishing incidents fell in 2014. More information about phishing is
provided in the 'Fraude prevention' paragraph on page 22. We also measure the NPS, CES and
CAS after receiving complaints from customers and the actual complaint serves as input for
improving products and customer services.
Customer satisfaction is improved in the following ways:
1Improving customer services by means of:
a. high system availability;
b. fraud prevention;
c. implementation of Vision 2016;
d. other initiatives for customers.
2. Greater focus on innovation, which should result in a new generation of products of value
to customers.
3. Activating employees to be customer-focused in everything they do.
4. Reducing the regulatory pressure and making rules easier to implement for our employees,
so that we will spend less time on internal procedures and focus more on our customers.
la. System availability
The availability and stability of our online systems are of the utmost importance to our customers.
If one of our services is unavailable due to a system failure, we immediately alert our customers.
We apply the highest standards and make every effort to ensure the availability of our internet
and mobile banking services. Inevitably, this is beyond our control sometimes and in 2014 there
were 152 system failures in total, down 13% compared to 2013. The majority of system failures
were caused by hardware and software issues. We have learned from these experiences that
stability must be our main consideration when implementing new applications.
Read more about these procedures here
Customer focus
