Appendix 2 Non-Financial KPI's results,
methodology definitions
Contents Introduction Management report Appendices Corporate governance Consolidated Financial Statements Company Financial Statements
Our commitment
The table below shows each of the KPIs. Progress on these KPIs
is measured with information obtained from both inside and
outside the organisation. A number of KPIs have an absolute
target. Others, especially the results of client and employee
surveys, are relative targets.
Complete customer Focus
1 The 2016 NPS Advisor and CES figures have
been restated due to a clarification regarding
the scope. In addition, the NPS and CES
figures have been measured fora 12 month
period instead of solely measuring the fourth
quarter, as was conducted in 2016.
KPI 7: Increasing Customer satisfaction
Net Promotor Score private customers in the Netherlands
Customer Effort Score Retail customers in the Netherlands
Net Promotor Score Private Banking customers in the Netherlands
Customer Effort Score Private Banking customers in the Netherlands
Net Promotor Score Corporate customers in the Netherlands
Customer Effort Score Corporate customers in the Netherlands
2017
53
66
50
65
43
49
2016
36
67
41
68
30
51
2015
33
64
37
64
21
43
KPI 2: Close to customers in our digital world
Number of users mobile banking (x 1,000)
2017
3,518
2016
3,079
2015
2,469
KPI 3: Priority financing to sustainable front-runners and doubling the size of front-runners
Sustainable products and services (in millions of euros) 2017 2016 2015 2020 target
Total sustainable financing 18,610 18,791 19,240 Doubling of services (base year: 2013)
Total sustainable assets under management and assets held in custody 4,030 3,835 2,843
Total sustainable funding 3,501 2,485 2,122
Total financial transactions supervised by Rabobank 6,236 5,750 6,313
KPI 4: Clients with a sustainability client photo
Local Rabobanks (number of assessed clients)
Local Rabobanks of assessed clients)
Wholesale offices (number of assessed clients)
Wholesale offices of assessed clients)
2017 2016 2015 2020 target
14,192 14,502
98.4% 99% - 100%
1,413 1,533
72.5% 85% - 100%
Rabobank Annual Report 2017 - Appendices
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