Contents Foreword Management report Corporate governance
The 2016 figures are based on 48 of 103 participating banks
in the Netherlands (an increase from 34 in 2015). Not all of
our customers received the survey. These two factors mean
that this is not a representative survey. Therefore, it is difficult
to compare the data between the years. Although Rabobank
continued to measure client satisfaction regarding sustainability
with corporate clients in the same manner, we have altered the
segmentation of our clients, also resulting in less comparability
of the figures.
Nevertheless, we have interpreted these numbers and the trend
as indicators of client satisfaction development. The numbers
presented here reflect the percentage of customers that rated
the statement 'Rabobank is a good discussion partner for
sustainable/social enterprise' either 'very good' or 'excellent'.
In 2017 we aim to make the measurement of client satisfaction
regarding sustainability a standard question for our corporate
clients in the Netherlands.
Excellence in our daily banking services
Our banking services form the basis for excellent customer
focus. Customers need financial solutions and good advice.
Their inquiries should be addressed promptly, thoroughly and
through their preferred channel. All daily banking services
should, ideally, be available online.
Closer to our customers
Excellent customer focus means exceeding customer
expectations. We want to ensure that customers continue
to bank with us by supporting them when it really matters.
The number of face-to-face branch contact moments has
decreased, but customers still appreciate face-to-face contact
when taking important financial decisions. That means we
invest in making those face-to-face moments meaningful.
We are no longer investing in new branches, but we are setting
up contact points across the country. We also do home or
work visits, we have a presence in shops and we are available
by (video) chat.
Mortgage within a week
In May 2016, Rabobank launched a new service, 'mortgage
within a week', to give potential homebuyers certainty quickly.
We also provided signed mortgage offers within a week to
homebuyers with an irregular income or buyers that are self-
employed.
This new service won us the Gouden Spreekbuis 2016 and
the Bronzen Effie 2016. According to the Effie jury's statement,
Rabobank succeeded well in fulfilling the bold promise of
arranging a mortgage in a week. They complemented Rabobank
Consolidated Financial Statements Company Financial Statements Pillar 3
on the internal organisation, its sharp insights, bold strategy and
good execution, adding that the strong unique selling point has
reversed the declining trend in the market share.
SME financing within a day
Rabobank offers SMEs with applications to EUR 1 million
and a strong plan a response to their financing application
within a day. With our one-day turnaround, we address our
customers' need for clarity and speed. We received 12,600
applications in 2016. The number of online applications is
increasing. Over December 2016 38% of our customers now
submit their financing applications EUR 1 million) online.
In September 2016, Rabobank organised a country-wide 'Day
of new financing', during which customers could participate in
workshops, pitch their business plans and explore new forms of
financing for their plans.
The financing we offer SMEs totals EUR 58 million per day (local
Rabobanks). Out of this amount, 83% is loans and 17% is
revolving credit.
New initiatives launched in alternative sources
offinance
Rabobank prefers to invest in our clients. We started to explore
new types of services and financial solutions. This means we
also inform our clients about solutions that we do not finance
ourselves. Crowdfunding is an example of such a solution.
In the role of Financial Advisor, during 2016 we entered into
framework agreements with several crowdfunding platforms.
In May 2016, Rabobank launched a pilot known as Rabo Co
in which SMEs borrow money from high net worth customers
of the bank. This form of 'peer-to-peer lending' supplements
existing forms of financing such as regular bank credit and
crowdfunding. Rabo Co brings together businesses and
high net worth customers of the bank. Businesses place
their financing request on the platform and high net worth
customers may elect which loan they wish to finance. Rabobank
itself will provide at least 51% of every loan.
We also help customers and promote economic development
by sharing our networks. For instance, our Meet and Grow
events enable clients looking for funding to connect with other
parties who may be interested in funding them.
Starters
'Start strong' is our new key message for starters. We encourage
them to 'start strong' by gaining inspiration and knowledge
from successful entrepreneurs who share their honest and,
above all, personal stories about decisive moments in their
entrepreneurship. There are many reasons to start a business.
21 Our output and impact: improving performance
