Vital communities
Contents Management report Corporate governance Consolidated financial statements Financial statements Pillar 3
Retail customers
2015 2014 2020 target
KPI8: Satisfied retail and private banking customers1
The products Rabobank advises me to choose area good fit with my personal wishes 52% n/a Annual growth
KPI 9: Satisfied customers from vulnerable groups2
You can handle your banking affairs at Rabobank with ease and without any problems 73% n/a Annual growth
KP110: Retail and private banking customers satisfied with sustainability interview3
How satisfied are you with the way in which this subject was discussed with you? (28 out of 32) 88% n/a Annual growth
Ourcommitment
KP111Carbon footprint
C02 emissions in tons per FTE
KP112: Public perception in the Netherlands
of Dutch public with positive association of Rabobank with sustainability
KP113: Sustainability in recruitment and selection process
In development
KP114: Results of employee survey 'Cooperation with the customer'4
Rabobank allows its customers to think with it and make decisions
Rabobank is a cooperative bank in every sense of the word
Rabobank makes an active contribution to making our society more sustainable
2015
3.5
2014 2020 target
65%
70%
3.6
n/a
3.2
n/a Annual growth
n/a Annual growth
n/a Annual growth
1 Source: national NPS benchmark, n=2,000.
2 Source: Miles Research.
3 Source: national NPS benchmark, n=650.
4 Excluding subsidiaries DLL, Robeco Vastgoedgroep, Obvion.
gaining access to banking services and are creating less C02
output from our own business activities. On the other hand, the
percentage of the Dutch public positively associating Rabobank
with sustainability and the topics from our sustainability
policy (42%) are still significantly lower than the goal of 80%
by 2020. We think it is important that our employees apply
sustainability in their daily lives and we measure the results in
employee surveys.The way in which we handled sustainability
in recruitment selection processes was not yet being
measured in 2015. In the coming year we will continue to
improve our reporting processes, endeavour to further fine-
tune our indicators where possible.The following sections will
discuss each KPIs, including the data used.
Our ambition for 2020
We participate actively in our local communities. Rabobank
strengthens economic and social vitality by supporting
the business success of local collective initiatives in the
countries where we operate. We focus on topical local social
issues. In the Netherlands, these issues include sustainability,
economic vitality and ensuring quality in healthcare and
housing. In developing countries we focus on establishing and
professionalising farming organisations and providing access
for everyone to the local financial infrastructure.To accomplish
this, we supply human resources, knowledge, networks, facilities
and financial services. In addition, we invest 3% of our profits in
not-for-profit social projects each year. In this way we combine
increasing self-sufficiency and collaboration with strengthening
the vitality of communities. The following KPIs contribute to
these ambitions.
Progress in 2015
As a global customer-focused, socially responsible bank, we
supported a large number of local initiatives and organisations
in 2015. We did this, among other things, by making a financial
contribution of EUR 62.2 million, and through a contribution
153,000 employee hours to social projects. With our knowledge,
networks and monetary contributions, we support people
and organisations who strengthen their local communities;
we see that as a translation of'Invested in each other'.
For us, supporting new collective local social initiatives (for
example new cooperatives) is an important part of this. For us,
an initiative is 'new'if we did not support it before 2013.
55 Corporate social responsibility report
