Contents Management report Corporate governance Consolidated financial statements Financial statements Pillar 3
dominated. Based on the research results of the DBA and the
recommendations of an independent advisory council, in 2015,
Rabobank focused on these improvement points.
Customer contact
Our digital tools will become more and more personal, so
that we can get an even clearer idea of the financial situation
of the customer and the choices that are involved as a result
of this. For example, we encourage customers to share more
information online in the Rabobank Mortgage File, so that we
can understand their situation as much as possible during
the consultation.The improved Banking App (also see: Online
Banking) is also an important tool in this.
Of course, we want to have our service properly fit the current
situation well.This is why we pay close attention to trends.
For example, saving does not offer high returns right now, so
many Dutch consumers have started to invest. Over eighty local
Rabobanks organised meetings in 2015 discussing 'the benefits
and drawbacks of investing', especially for customers who are
wondering how they can do more with their savings, but who
think the step to investing is still too big.
Investors meanwhile desire more transparency: they want more
background info on their stocks and funds.That is why we
expanded the Rabo Investment App in 2015, so that customers
have even more insight into their portfolio.
In addition, sustainable investment is increasingly important.
Thus, customers who want to invest in a more climate-friendly
manner can show their preference more and more clearly
in their investment choice. With this, Rabobank wants to
specifically address the concerns with regard to climate change
and the risks it poses for investors.
O Read more about sustainable investments
Dealing with customer feedback better
In 2015, Rabobank has made it a lot easier for its customers to
report complaints, tips and compliments.The 'contact' page on
our website has been updated: customers can use it to report
a complaint, tips or compliments directly online. We analyse
all complaints to learn from them and improve our service.
The focus is on a good conversation with customers and
listening to their side of the story. We then try to resolve their
problems in the best way we can.
Help in the event of financial trouble
Rabobank wants to prevent financial trouble for customers.
Therefore, we aim to try and better predict possible payment
problems, so that we can find solutions with the customer
sooner. We regularly check in with our mortgage customers to
see if they are at ease financially or if they are worried about
their financial situation. In the event of problems, the bank
offers help, for example, by enlisting a budget coach. At the
same time, we strive for a better, clearer communication, so that
the customer knows what to expect from us.
Companies in trouble
In 2015, AFM performed an exploratory research study to
find out how banks handle SME customers in special asset
management, the department that assists companies with
payment problems.They conclude that there were no
structural violations at the four big banks in the Netherlands.
The supervisory body did emphasise that the provision
of information and interaction with customers needed to
be improved.
O Read more about the AFM survey
Rabobank has been working on the improvement of the
working methods and communication with regard around
special asset management for quite some time now.
By listening to the customer, taking the (sometimes harsh)
criticism seriously and adapting our policy accordingly, we once
again made important strides in 2015. In our communication,
we provide a clearer explanation with regard to the process.
We also take more time to take into account the emotions that
are involved in these type of trajectories.
In 2015, we organised various 'feedback meetings', during
which we spoke with entrepreneurs with financial problems.
We improved our customer procedures, published a brochure
about the Special Asset Management department and had
a film made in which entrepreneurs discussed their own
experiences with Special Asset Management. Our corporate
website (www.rabobank.com) features various case stories.
Furthermore, we had a round-table discussion with members
of the Dutch House of Representatives about special asset
management, and together with the other banks within the
DBA, we have drafted a guideline for special asset management.
74 Rabobank Annual Report 2015
