improving performance
Our output and impact
Customer satisfaction
Satisfied customers are our highest priority. Achieving a high level of customer satisfaction is only
possible through focusing on our customers' needs and expectations. We are committed to providing
ordinary daily banking services extraordinarily well. We are always nearby during important moments
in the clients' lives, and we are always happy to go the extra mile.
We use three scoring systems for Rural Retail to measure customer satisfaction: the Net Promoter
Score (NPS) for our advisers, the Customer Effort Score (CES) for the ease with which customers can do
business with us, and the Customer Advocacy Score (CAS) for the extent to which the customer feels
that we are acting in their interest. For Wholesale we use Greenwich to measure customer satisfaction.
We also monitor the client satisfaction regarding the availability and quality of our knowledge and
products concerning sustainability. The past year has shown a strong improvement in the customer
satisfaction scores awarded us by both business and retail customers.
Contents Foreword Management report Corporate governance Consolidated Financial Statements Company Financial Statements Pillar 3
Retail customers
100
NPS
CES
CAS
Private banking customers
100
NPS
CES
CAS
Corporate customers
100
NPS
CES
CAS
20
20
20
0
0
0
1
2013
1
2014
1
2015
1
2016
1
2013
1
2014
1
2015
1
2016
2013
2014
1
2015
2016
Client satisfaction on sustainable products and services
As a cooperative, customer-oriented bank that has integrated
sustainability into its products and services, it is important for
us to measure client satisfaction on this topic. We also consider
it essential that our services remain available for everyone,
including vulnerable groups. In our sustainability programme
SST, we have incorporated KPIs dedicated to measuring client
satisfaction among retail, business and vulnerable groups.
Retail and vulnerable clients
We periodically monitor how satisfied our Retail clients are with
our engagement, our financial advice and the way we help to
fulfil their ambitions and meet their personal financial goals with
suitable products. We always strive for annual improvement of
the customer satisfaction score. We also measure the satisfaction
of customers from vulnerable groups, such as the elderly, people
with dementia and people with mental or physical disabilities.
The results are taken from broad external research.
19 Our output and impact: improving performance
