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Contents Foreword Management report Corporate governance Consolidated Financial Statements Company Financial Statements Pillar 3
Key Figures
2016
2015
2014
2013
2012
Retail customers
Net Promotor Score (NPS Recommendation)
41
33
17
12
Customer Effort Score (CES Day-to-day banking)
67
64
68
66
Customer Advocacy Score (CAS Recommendation)
79%
76%
61%
59%
Satisfaction with day-to-day banking
8.2
7.9
7.8
7.7
Private Banking customers
Net Promotor Score (NPS Recommendation)
46
37
29
20
Customer Effort Score (CES Day-to-day banking)
70
64
68
66
Customer Advocacy Score (CAS Recommendation)
84%
81%
70%
64%
Satisfaction with day-to-day banking
8.1
7.8
7.8
7.7
Corporate customers
Net Promotor Score (NPS Recommendation)
36
21
10
1
Customer Effort Score (CES Day-to-day banking)
55
43
52
43
Customer Advocacy Score (CAS Recommendation)
71%
62%
53%
48%
Satisfaction with day-to-day banking
8.4
7.3
7.1
6.9
Nearby
Members (x 1,000)
1,927
1,945
1,959
1,947
1,918
Number of users of mobile banking devices (x 1,000)1
3,079
2,469
2,271
1,784
1,086
Availability of internet payments savings2
99.7%
99.8%
98.9%
Availability of mobile banking2
99.7%
99.8%
99.0%
Foreign places of business
382
403
440
769
759
Branches
475
506
547
656
826
Market shares (in the Netherlands)
Mortgages
21%
20%
22%
26%
31%
Savings
34%
35%
36%
38%
39%
Trade, Industry and Services (TIS)
41%
42%
39%
44%
43%
Food agri 84% 84% 85% 85% 85%
Sustainable financing corporate customers (amounts in millions of euros)
Total sustainable financing
18,791
19,240
19,501
18,916
6,537
Sustainable financing
14,039
15,044
14,868
14,941
4,611
Access to finance
1,643
1,573
1,659
1,820
1,926
Community services
3,110
2,623
2,973
2,155
Sustainable Housing private customers (amounts in millions of euros)
Sustainable mortgages
32,128
Energy Label A in Rabobank portfolio 16% - - - -
Sustainable assets under management and assets in custody and sustainable funding
(amounts in millions of euros)
Total sustainable assets under management and assets in custody
6,320
4,965
4,465
4,609
3,751
Sustainable assets under management and held in custody for clients
3,835
2,843
2,101
1,739
963
Sustainable funding
2,485
2,122
2,364
2,870
2,788
Personnel data (amounts in millions of euros)
Number of employees (internal in FTEs)
40,029
45,658
48,254
56,870
59,628
Number of employees (external in FTEs)
5,538
6,355
5,658
6,034
6,081
Number of employees (total in FTEs)
45,567
52,013
53,912
62,904
65,709
Staff costs
4,521
4,786
5,086
5,322
5,325
Staff vitality score
66%
64%
63%
67%
65%
Absenteeism
3.6%
3.7%
3.7%
3.5%
3.6%
Females employed
51.7%
51.8%
53.3%
53.5%
53.6%
Females in senior positions scales 8)
25.8%
28.6%
28.5%
27.6%
27.4%
Training expenses
78
79
77
91
89
Training expenses in EUR per FTE
1,945
1,734
1,604
1,603
1,530
1 Users who log on at least once every three months.
2 Average availability measured over 12 months.
Key figures
