Contents
Introduction
Management report Appendices Corporate governance Consolidated Financial Statements Company Financial Statements
The table below serves to clarify the methodology and definitions used to measure and report the progress on each KPI.
KPI 1 Increasing
customer satisfaction
Methodology
The Net Promotor Score (NPS) indicates the level of client satisfaction.
The Customer Effort Score (CES) indicates the level of effort required by clients to do business with us.
The NPS score is an outcome of an online client satisfaction survey which clients in the Netherlands (private customers and private banking
and corporate customers with a net revenue under EUR 30 million) receive after an advisory service with local Rabobank offices.The
measurement is therefore transactional based.
We measure and report NPS by the widely used methodology in which scores from 0 to 6 are classified as 'detractor" scores, 7 or 8 are
classified as 'passive' and only those scores that are 9 or 10 are classified as 'promotors'. The result is calculated by the percentage of
promotors minus the percentage of detractors, giving the NPS. The NPS can range from 100% to -100%.
The CES score is outcome of an online client satisfaction survey which clients in the Netherlands (private customers and private banking and
corporate customers with a net revenue under EUR 30 million) receive after having purchased a product and having contact with Rabobank
(a. o. local offices, call center). The measurement is therefore transactional based.
We measure and report CES by inquiring the level of effort on a five-point scale (very low effort, low effort, neutral, high effort, very high
effort). The score is calculated by subtracting the percentage of clients who answered very low effort and low effort with the percentage of
clients who answered high effort and very high effort. The CES can therefore range from 100% to -100%.
Both NPS and CES are measured over a 12 month period, from the 1st January to the 31st December each year. Each respondent weighs the
same in the score. A client can only fill in the NPS survey once every six months. The CES survey can be filled in once every three months. The
2016 figures have been restated for NPS and CES. 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 for a 12 month period instead of solely measuring the fourth quarter, as
was conducted in 2016.
Terminology
One of our four cornerstones of our strategy is excellent customer focus, therefore increasing client satisfaction is important for Rabobank.
KPI 2: Close to The number of users that make use of mobile banking who log on at least once every three months with TIN code (access code for Rabo
customers in our digital mobile banking).
world
Methodology
Terminology
We report and measure the number of users of mobile banking devices by means of our information system recording online banking
activities. In this report the number is measured as per 31-12-17 (users in the period October - December).
Moving from a local branch-based business to doing business well in the digital space not only improves customer satisfaction but also helps
reduce our operating costs meeting two Rabobank strategic objectives at once. The numbers of customers using mobile banking indicates
the level of digitalisation we have reached.
Support and stimulate corporate clients to make their businesses more sustainable
KPI 3: Priority financing
to sustainable front-
runners and doubling
the size of front-runners
Methodology
Terminology
Rabobank gives priority to sustainability leaders in financing and will double the volume of the services provided to them.
We measure and report the total of sustainable finance, sustainable funding and other sustainable services and sustainable assets under
management and assets held in custody. Giving priority to sustainable leaders is a rule of conduct which is not measured in a reporting value.
We aim to double the volume of sustainable financing..
Total Sustainable financing is based on sustainable sectors, asset classes or certified companies. Sustainable funding includes Rabo and
Obvion Green Bonds, Rabo Green Savings and Rabo Green Deposits and Rabo Socially Responsible Deposits. Transaction volume of other
services include financial transactions supervised by Rabobank (Including Green Bonds, IPOs and M&A transactions). Sustainable assets under
management and assets held in custody include Private Banking
KPI 4: Clients with a By 2020, all our corporate clients will have maximum access to the sustainability expertise they require, and the sustainability performance of
sustainability client all our larger corporate clients will be recorded in a client photo.
photo
Methodology We first implemented the client photo in 2015 in the Netherlands and expanded the client photo to our international wholesale clients in
2016. We monitor clients with an exposure EUR 1 million. In the Annual Report we include a table that shows the number of client photos
in the Netherlands and with an exposure EUR 1 million) for each client photo category per sector, the table regarding the wholesale offices
also includes client photos of subsidiaries (but only if the exposure on group level is >EUR 1 million). In the Netherlands we assess clients
always on group level, at our wholesale officess it is also possible that clients are assessed on a subsidiary level when due to local regulation
or specific local circumstances.
Terminology The client photo measures the sustainability performance of our clients. We have defined 5 performance level categories (A, B, C, D+ and D).
In the Annual Report a definition of the categories is included.
Rabobank Annual Report 2017 - Appendices
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