°n
On° -15%
-4%-
points
o 0 +2%
Number of
employees
Share in mortgage
market
Total sustainable
financing
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-I
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-|
-
-
-
-
48,254 FTEs
compared to
year-end 2013
22%
compared to 2013
21,903 million euros
compared to
year-end 2013
1 NPS: this shows how customers responded
to the question:'Would you recommend us?'
2 CES: we use this to measure how how
customers experience their contact with
the bank.
3 CAS: this relates to an indicator that shows
the extent to which we operate in the
customer's interest.
4 Users who log on at least once every
three months.
5 Average availability measured over
12 months.
Key figures
31-12-2014
31-12-2013
31-12-2012
31-12-2011
31-12-2010
Amounts in millions of euros
2014
2013
2012
2011
2010
Customer focus
Retail customers
Net Promoter Score (NPS Recommendation Q4)1
17
12
Customer Effort Score (CES Day-to-day banking Q4)2
67
66
Customer Advocacy Score (CAS Recommendation Q4)3
61%
59%
Satisfaction with day-to-day banking
7.9
7.7
Private banking customers
Net Promoter Score (NPS Recommendation Q4)1
29
20
Customer Effort Score (CES Day-to-day banking Q4)2
68
66
Customer Advocacy Score (CAS Recommendation Q4)3 69% 64% -
Satisfaction with day-to-day banking
7.9
7.7
Businesses
Net Promoter Score (NPS Recommendation Q4)1
10
1
Customer Effort Score (CES Day-to-day banking Q4)2
52
43
Customer Advocacy Score (CAS Recommendation Q4)3
53%
48%
Satisfaction with day-to-day banking
7.1
6.9
Nearby
Local Rabobanks
113
129
136
139
141
Branches
547
656
826
872
911
ATMs
2,305
2,524
2,886
2,949
2,963
Members (x 1,000)
1,959
1,947
1,918
1,862
1,801
Number of users of mobile banking services (x 1,000)4
2,271
1,784
1,086
410
136
Availability of internet payments savings5
98.9%
Availability of mobile banking5
99.0%
Foreign places of business
440
769
759
761
682
Market shares (in the Netherlands)
Mortgages
22%
26%
31%
32%
29%
Savings
36%
38%
39%
39%
40%
Trade, Industry and Services (TIS)
39%
44%
43%
42%
42%
Food and agri 85% 85% 85% 83% 84%
Total sustainable assets under management and held in
custody for clients
2,101
1,739
964
791
682
Sustainable fundinq
2,905
2,870
2,788
3,184
3,668
Sustainable financing
Total sustainable financing
21,903
21,391
8,997
7,388
5,664
Sustainable
17,271
17,417
7,071
5,458
4,299
Access to finance
1,659
1,820
1,926
1,930
1,365
Social
2,973
2,155
Sustainable funding
Rabo Green Savings
2,093
2,140
1,222
948
425
Rabo Socially Responsible Deposits
216
100
Personnel
Personnel data
Number of employees (in FTEs)
48,254
56,870
59,628
59,670
58,714
Staff costs
5,086
5,322
5,325
4,862
4,919
Staff vitality score
63%
67%
65%
65%
Absenteeism
3.7%
3.5%
3.6%
3.9%
3.8%
Females employed
53.3%
53.5%
53.6%
53.9%
54.3%
Females in senior positions scale 8)
28.5%
27.6%
27.4%
25.8%
24.6%
Training expenses
77.4
91.2
89.1
93.0
87.9
Training expenses in EUR per FTE
1,605
1,603
1,530
1,587
1,497
7 Key figures
