ill
Market share in food and agri
in
100
90
2010 2011 2012 2013 2014
Food and agri
Lending by domestic retail banking to the food and agri sector in 2014 came to EUR 28.4 (29.1
billion. Lending to the food and agri sector accounts for 10% (10%) of the total loan portfolio of
domestic retail banking. Rabobank has had a stable market share in the Dutch food and agri
sector of around 85% for many years and is indisputably the most important financier in this
sector. Rabobank has acquired this position as a result of its agricultural roots and the
knowledge of the sector it has accumulated over the years.
Payments
Fraud in payments traffic declines
The damage caused by payments fraud in 2014 was down on the previous year.
Criminals mainly attempt to steal from customers through internet banking and copied bank
cards (known as 'skimming'). Fortunately, this last activity is becoming less common.
The damage caused by skimming was drastically lower in 2014 and had already started to
decline in 2013. For example when banks replaced the magnetic strip in bank cards with the
EMV chip. Copying the card by skimming is now no longer possible.
The main source of fraud in internet banking is still phish ing. This is a process whereby the
perpetrator lures the customer to a false website in order to obtain his personal data.
This activity also declined in 2014 as a result of increased efforts in relation to communications,
monitoring and detection.
Number of active users of
mobile banking - private individuals
x 1,000
2.500
.500
.000
2010 2011 2012 2013 2014
Number of active users of
mobile banking - businesses
x 1,000
2010 2011 2012 2013 2014
innovation, the future of Rabobank
The world in which we live is changing at a rapid pace. Customers choose transparency and
simplicity in both the retail and the business markets. Information on their financial situation is
becoming increasingly easy and quick to obtain and customers want to manage their own affairs
online. Thanks to technology, customers are also less constrained by time and place. In this
virtual world, customers can compare and evaluate product offerings more and more easily.
There is no market that can escape the effects of digitalisation. One important effect of this is
that products and services are becoming ever more accessible and cheaper. Barriers to access
are disappearing as a result of technological developments and the availability of services is
increasing. Both in the Netherlands and abroad, we are seeing market parties offer services that
cover more than banking services.These new players are concentrating mainly on the power of
simplicity, low costs and undemanding customer processes.
Rabobank has always been a pioneer in renewing its service provision and is one of the most
innovative and progressive financial services providers. Rabobank was one of the first banks in
Europe to introduce internet banking and mobile banking. Rabobank has also made an
important contribution to the success of Rabobank iDeal.
Virtualisation of payment services
Customers want to be able to manage their banking business anywhere and at any time.
They are also demanding more forms of virtual service and customer contact. Rabobank has
responded to this demand in the form of the Rabo Banking App. The number of customers
actively using mobile banking with Rabobank increased by approximately 500,000 in 2014 to
approximately 2,300,000.This involves both business and retail customers.The Rabo Banking
App was further improved during 2014 and its functions have been significantly expanded.
58 Annual Report 2014 Rabobank Group
