m
Excellent
customer
focus
Our impact on our customers
m TMMMMM)
(MMMMM)
Innovative services
We want to help all our customers grow. As the world is
rapidly transforming to digital and mobile, customer
needs and expectations are also evolving fast. Asking our
customers for feedback, helps us to learn and focus on
the most relevant and impactful ways to improve the
customer experience. This has resulted in a broad range
of innovations and partnerships, and has helped us to
maintain the positive trend
in customer satisfaction.
More than 8.5 million customers
7.3 million Dutch customers
1.2 million international customers
Meaningful
cooperative
Empowered
employees
Rock-solid
bank
Tellow
Qwe trade
PEAKS
KPI (NPSandCES)
-
00000000000
00000000000
Local Rabobanks and Obvion
00000000000
Direct Banking, Indonesia and RNA
y'mOONSHOT
4th Moonshot Campaign
that challenges
employees to come up
with innovative ideas
Completely
automated
bookkeeping tool for
freelancers in order
to help them focus on
their business
Blockchain trade
finance platform
that makes cross-
border commerce
easier for European
SMEs
IBAN-Name
Check
Helps to avoid
incorrect transfers
and fraud
Theapp that invests
with your spare
change
Rabo Fr ntier Ventures
Launch of our
Fin-, Food-and
AgTech investment
fund
KPI
Net Promotor Score
KPI
Customer Effort Score
43
51
49
30
50
68
65
41
36
53
67
66
i
2016'
2017
2016'
2017
B Commercial
customers in the
Netherlands
B Private Banking
customers in
the Netherlands
Private
customers in the
Netherlands
1 The 2016 NFS Advisor figures have been restated due to a clarification regarding
lire scope. In addition, the NPSfigures have been measured fora 12 month period
instead of solely measuring the fourth quarter, as was conducted in 2016.
2 The 2016 CES figures have been restated due lo a clarification regarding the scope.
In addition, the CES figures have been measured loi a 12 monlb period instead
of solely measu ring the fourth quarter, as was conducted in 2016.
