Contents Foreword Management report Corporate governance
Consolidated Financial Statements
Company Financial Statements
Pillar 3
Typical sustainable products for Retail clients include the
availability of responsible investing funds and the green
mortgage, which is aimed at reducing carbon emissions in
housing while enhancing the standard of comfort of the
property. These kinds of products require our employees to
understand and incorporate their knowledge of sustainability
into their meetings with clients. For more detail, see the chapter
'Working with clients on sustainability risks and opportunities.
With regard to retail customers satisfaction we have identified
the following KPIs:
KPI: By 2020, more than 80% of clients from vulnerable
populations will find that Rabobank does a good job managing
their banking business.
In 2016 we continued our services to vulnerable groups
with the Samen Bankieren (Banking Together) programme,
to facilitate vulnerable clients in the Netherlands' access
to banking services. Last autumn we launched a television
campaign to inform the public about these services. This has
not yet resulted in an increase in satisfaction numbers.
Nevertheless, we will continue the programme as we believe
the effects will be more noticeable in 2017 and that these
services are part of the identity of our cooperative bank.
KPI: 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 customers2
Numbers of customers in who are 'Quite
satisfied' 'Reasonably satisfied' (n 1,160)
Rabobank gives me good advice on my financial
affairs to best suit my wishes
The products Rabobank advises me to choose
are a good fit with my personal wishes
KPI: The percentage of retail and private banking 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 respondedYes
(n=553) 2016 2015
The subject of Sustainability was discussed
last year during an advisory interview\with the
customer 4 5
Number of customers in who indicated that
sustainability was discussed and who are 'Quite
satisfied' 'Reasonably satisfied' (n=30)
How satisfied are customers with the way in
which this subject was discussed with them? 89 88
In 2016 we increased our efforts to create sustainable products
and services for our retail clients. We introduced the green
mortgage and launched a campaign on responsible investing.
Please refer to chapter 'Working with clients on sustainability
risks and opportunities' for more detailed information on
these topics. We also started to train our financial advisers to
effectively address sustainability in the client conversations,
which we will continue in 2017. We believe that these activities
have helped in raising the client satisfaction scores regarding
sustainability as mentioned in the two KPIs above. However, we
acknowledge that sustainability was discussed in a relatively
small percentage (4%) of these client conversations, which
does not correspond with our efforts. We aim to increase this
percentage in 2017. On the other hand, 89% of the clients with
whom sustainability was discussed, was satisfied with the way it
was discussed.
Business customers
We also measure, on an annual basis, the percentage
of corporate customers who indicate that sustainability
was discussed to their satisfaction in the client meeting.
In the Netherlands, for customers of local Rabobanks, this
is done after each client contact, using the so-called local
customer monitor.
KPI: The percentage of corporate clients indicating that they
are satisfied with how sustainability was discussed in client
meetings increases annually.
Satisfied customers from vulnerable groups1
Numbers of customers in who are 'Quite
satisfied' 'Reasonably satisfied' (n 938)
2016
2015
You can handle your banking affairs at Rabobank
with ease and without any problems
72
73
2016 2015
48 44
55 52
1 Source - Miles Research. Measured in the Netherlands.
Answer categories: quite satisfied, reasonably satisfied, neutral,
reasonably unsatisfied, quite unsatisfied, no opinion
2 Source - National NPS Benchmark. Measured in the Netherlands.
Answer categories: quite satisfied, reasonably satisfied, neutral,
reasonably unsatisfied, quite unsatisfied, no opinion.
Customers who consider Rabobank a good partner in conversations
about sustainable/socially responsible enterprise
As per corporate customer group
2016
2015
2014
Companies with less than EUR 1 million in turnover
(n=1,998)
14
10
n/a
Companies with more than EUR 1 million in
turnover (n=3,001)
15
11
n/a
3 Source - National NPS Benchmark.
Answer categories: quite satisfied, reasonably satisfied, neutral,
reasonably unsatisfied, quite unsatisfied, no opinion.
20 Rabobank Annual Report 2016
