Retail customers
Contents Management report Corporate governance Consolidated financial statements Financial statements Pillar 3
from our customers abroad are not yet available. It is our goal to
expand the measurement further, to reach a broader customer
group and to have them connect even more closely with the
KPI. It is also our goal to see the satisfaction grade increase
each year.
Client photo
Rabobank shows the sustainability performances of business
customers in order to help them make the next sustainable
step. In addition, we assess the sustainability performances of
our business customers and rank them in five categories. In this
way, the customer as well as the bank gains an understanding
of the company's sustainability performance. We encourage
the customer to improve their performance step-by-step.
This contributes to their business success and at the same time
improves the risk profile of our loan portfolio.
This 2015 Annual Report is the first time we report substantive
KPI data regarding the client photos. It should be noted that
not all customers have had a client photo made yet and that it
is possible that the assessment may not yet have the required
content in all cases. We will continue training our account
managers, who are the ones responsible for the establishment
of the sustainability category to further improve the KPI data in
concrete terms.
Local Rabobanks have made client photos of almost 54 thousand
Dutch customers with business exposure greater than
EUR 1 million. Of these customers, 94% take sustainability
into account.These are the customers who we assessed
with a rating A or B. Some of them belong to the most active
businesses in the area of sustainability. Fewer than 0.3% of
the aforementioned group do not meet the requirements of
Rabobank's sustainability policy. We will make agreements with
these customers about how they can satisfy these requirements.
If that fails, or if the customer does not fulfil the agreements, we
will terminate the relationship with the customer.
There are no quantitative client photo data available yet for
DLL, Rabo Real Estate and our international activities. We have
been working since 2015 on also providing insight into the
international client photo; we expect the first results in 2016.
Controversies
In 2015, the central Sustainability department was involved
in dialogues with customers across 74 issues in the area
of environment, human rights, working conditions and
governance. An important part of these talks was conducted
in a decentralised manner and results were reported in
instances where our central Sustainability division was not at
the table itself. Significant results this year included exclusion
by our customers of suppliers who did not want to adapt their
behaviour and a first publication of a CSR report. We are or
were in discussions with 48 (parent companies of) customers.
(See appendix 2 for more details)
Our ambition for 2020
We help our retail customers achieve their goals by focusing
on reducing uncertainty about money through professional
advice. We believe that financial independence is for everyone,
regardless of whether you have a lot of money. That you can
make conscious choices without being hindered by a sense of
insecurity. How we provide support in this varies from customer
to customer. We are committed to guaranteeing vulnerable
groups such as people with dementia or the visually impaired
access to appropriate financial services. We provide easy to
understand, transparent products and services. For customers
with a specific interest, we offer distinctive products and
services for sustainable investment and sustainable living.
Thus, we combine the best financial advice with a positive
contribution to sustainable development.The following KPIs
contribute to these ambitions.
Progress in 2015
This year we have developed the theme of sustainability in
financial services for retail customers further. Energy-efficiency
in the housing market received a lot of attention and the range
of sustainable investment products has expanded. We want
to align our products and services with the sustainability
requirements of our customers; we first measured customer
satisfaction on this in 2015. In addition, we assist customers in
vulnerable groups. In 2015, we began to expand the knowledge
and capacity of our services to customers in vulnerable groups;
we will also measure their satisfaction.
65 Corporate social responsibility report
