Corporate social responsibility report
Complete customer focus
Customer satisfaction is our goal, and this can only be achieved by really putting the customer first.
In 2015, we began focusing more and more on what our customers were telling us. Often, their input
was the starting point for the steps we made, the deals we closed and the products we introduced.
In this manner, we were able to live up to our reputation as a customer-focused, cooperative bank with
strong online and offline services for private individuals, home owners, entrepreneurs, farmers, starters
and big companies. With our finance solutions, knowledge sharing and networking, we help customers
move forward and stimulate economic development.
Contents Management report Corporate governance Consolidated financial statements Financial statements Pillar 3
1 Satisfaction and trust
Our customers let us know that they have high expectations
for Rabobank. They count on their ongoing relationships with
involved advisors who think about solutions and are prepared
to go the extra mile.They also expect a bank that is willing to
help when times are financially difficult.Transparent products
and clear conditions are also extremely important. It is up to
us to live up to these expectations and win back their trust.
In 2015, we made an important start in these areas.
Scores
Our customer satisfaction scores (average of individual, private
banking and business customers) increased to 7.7 in 2015
compared to 7.6 in 2014 (based on internal measurements, at
a scale of 1 to 10). We also see that the satisfaction with regard
to our bank advisors has improved greatly in 2015.
We measure customer satisfaction based on the Net Promotor
Score (NPS) of our advisors, the Customer Effect Score (CES)
regarding the ease with which customers can do business with
us, and the Customer Advocacy Score (CAS) concerning the
extent to which customers feel we put their interests first.
Our research shows that the NPS for our individual customer
advisors increases significantly in 2015. This positive trend is
also noticeable with the CAS. Customers indicate that they
are mainly very happy with the advisor with regard to 'good
explanation of advice','contributing ideas'and 'expertise'.
The CES can fluctuate between -100 and 100. Our CES is high
and has remained stable throughout the year. Customers feel
that questions with regard to everyday banking concerns, are
handled properly and personally.
Customer feedback
We use customer feedback to improve our service. For example,
customers indicate that there are areas of improvement with
regard to clear and specific communication. We are working
on improving our communication, so that this is better aligned
with the situation of the customer. We will also communicate
more clearly what customers can expect and what customers
can take care of themselves.
For 2015, we see a slight increase in customer satisfaction
with regard to the handling of complaints. Over all of 2015,
the satisfaction score is 7.5. Rabobank's desired score for
this is an 8 or higher, so there is still work to be done. We are
constantly making improvements based on customer feedback.
Starting in 2016 we will increase the transparency with regard
to complaint handling by publishing on www.rabobank.nl
which improvements have been made based on all customer
feedback.
Confidence Monitor
In 2015, the Dutch Banking Association (DBA) published the
Banking Confidence Monitor for the first time, an extensive
research study with regard to the opinion of customers,
supplemented with scores by The Netherlands Authority for
the Financial Markets (AFM).The scores were telling: the general
confidence in the sector received an unsatisfactory score.
Read more information here.
Three large points of improvement came to light in the
DBA report: customer contact, the processing of complaints
and handling payment arrears in mortgages. In the
customer research studies of Rabobank the same themes
73 Corporate social responsibility report
