Contents Management report Corporate governance Consolidated financial statements Financial statements Pillar 3
KPI8 The percentage of retail and private banking clients
indicating that they are satisfied about how they can match
their finances to their sustainable ambitions with the
appropriate products increases annually.
Satisfied retail and private banking customers1
Numbers of customers in who are 'Quite satisfied' 'Reasonably
satisfied'
2015
Rabobank gives me good advice on my financial affairs to best
suit my wishes
44
The products Rabobank advises me to choose are a good fit with
my personal wishes
52
1 Source - National NPS Benchmark, n=2000
We measure the progress after customer conversations, but
there is still too few results available to draw conclusions yet.
3 Source - National NPS Benchmark, n=650
Note
Customer satisfaction
In 2015, in the nationwide Customer Loyalty Survey we
measured the satisfaction of public and retail customers
regarding sustainability for the first time. From now on we
will do this every six months, only in the Netherlands. In this
survey, 650 customers give their opinion on statements
about Rabobank and about the way in which we bring up
sustainability during customer meetings.This will help us
measure customer satisfaction with our engagement and
financial advice and the way we help the customer fulfil
their ambitions and personal financial goals with suitable
products. We strive for an annual improvement in the customer
satisfaction score. For the 2015 survey, there is still too few
results available to already draw conclusions.This was also the
first time we measured customer satisfaction among vulnerable
customers.This measurement is considered baseline; we will
measure this twice a year.
Banking Together
Rabobank believes that everyone is entitled to financial
independence. With the 'vulnerable customers' policy we bring
accessibility to these groups so that they can take care of their
own banking as long as possible and make financial choices
confidently. If they can no longer do this, we offer solutions so
that they can hand over (part of) their banking.
In 2015, we started the programme Banking Together,
which gives substance to the 'vulnerable customers' policy.
The implementation runs from October 2015 until the end of
March 2016. In December 2015, 95% of the local Rabobanks
have started with the programme. Each local Rabobank
appoints a Banking Together coordinator who is responsible for
services to vulnerable customers and for contacts with social
partners, such WeFlelpen ('WeHelp') or associations for the
elderly. For careful and optimal service provision to vulnerable
customers, specific knowledge is required.The Banking
Together qualification is therefore included in the requirement
profile of the PB account manager and the Banking Together
coordinator.
In the Netherlands, about 4 million people have physical
disabilities.There are approximately 150,000 people with
cognitive disabilities and about 260,000 people with dementia.
The elderly group currently consists of 2.9 million people.
Illiteracy also limits people in their access to digital banking;
this group comprises 1.3 million people.The challenge we
encountered in 2015 is that there is overlap between these
groups; an older person who has difficulties with digital
banking may also have a physical disability, for example. It is
clear that a considerable number of Dutch citizens need some
form of assistance with banking. We may be able to establish
a sharper definition of the scope of the target group in 2016.
We distinguish between the following groups of vulnerable
customers:
older customers who have difficulties keeping up with
developments and performing digital banking independently
customers with physical disabilities: visual, auditory, motoric,
mobile
customers with cognitive disabilities
low-literate customers
customers with dementia
KPI 9 By 2020, more than 80% of clients from vulnerable
populations will find that Rabobank does a good job
managing their banking business.
Satisfied customers from vulnerable groups 2
Numbers of customers in who are 'Quite satisfied' 'Reasonably
satisfied'
2015
You can handle your banking affairs at Rabobank with ease and
without any problems
73
2 Source - Miles Research
KP110 The percentage of retail customers reporting that they were
satisfied with how sustainability was discussed in the client
meeting increases annually.
Satisfied retail and private banking customers3
Number of customers in who responded 'Yes'
2015
The subject of Sustainability was discussed last year during an
advisory interview\with the customer (32 out of 650)
6
Numbers of customers in who are 'Quite satisfied'
'Reasonably satisfied'
How satisfied are you with the way in which this subject was
discussed with you? (28 out of 32)
88
66 Rabobank Annual Report 2015
