Our impact on our customers
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.
Contents Introduction Management report Appendices Corporate governance Consolidated Financial Statements Company Financial Statements
Digitalisation
Over the past few years we have substantially expanded our
digital banking services. In 2017 we made further investments
in our digital interactions with customers. We now have 5.2
million active online customers.The Rabo Banking App, which
users in the Apple App store gave a 4.6 star rating, had 3.5
million active users in 2017 - an increase of 14% compared to
the year before. Each month there are on average 95 million
logins on our digital channels.
Digital banking
These days more and more things can be arranged digitally,
and banking is no exeption. As of summer 2017, our customer
onboarding can be done online. In December eight out often
of'Rabo InternetSparen'and 'Rabo PeriodeSparen'accounts
were opened online, an increase of 22% compared to the start
of the year. Of all mortgage applications prepared by customers,
93% were completed through their digital mortgage file.
Improving continuously
In order to consistently offer our customers digital services
of the highest possible quality, we continuously respond to
customer feedback. We closely monitor our customers' user
experience to learn how and when they interact with the Rabo
Banking App. We use these insights to continuously improve
and expand the app features. For example Rabo Betaalverzoek
(Rabo Payment Request) was launched in June 2017 and grew
to 270,000 unique users by December. Mortgages, loans and
online investing were also added to the app, while logging in
can be done safely through Face ID. This illustrates how we are
responding to the growing number of customers who primarily
uses their mobile phones to manage their banking affairs.
Innovating for customers
We are helping our customers through innovations. In 2017
we have introduced several relevant new innovations for our
customers. Rabo Safe2Pay, a collaboration with PostNL, is one
interesting example. It ensures that payment only takes place
once a delivery has been confirmed. We are also collaborating
with our Norwegian partner Signicat to offer secure
identification for online customers. Our innovation efforts were
recognised with the Dutch FinTech Award in April 2017.
New innovations
Tellow has been available to freelancers since April. This app
helps entrepreneurs with their bookkeeping and taxes.Tellow is
connected to a Rabobank business account, allowing the app
to instantly recognise business payments and automatically
process scanned receipts. And at the end of each quarter Tellow
automatically prepares the user's VAT return.
Peaks is an innovation that makes investing easier.The app rounds
up small purchase amounts automatically investing the spare
change in funds that match the customer's preferred risk profile.
Rabobank was the first Dutch bank to introduce the IBAN-
NameCheck.The IBAN-NameCheck makes online payments
easier and safer by checking whether the entered name and
IBAN data match, mitigating the risk of mistakes or fraud. So far
over 200 million transactions have been checked this way. This
service has been developed such that it can also be used by
other banks and financial service providers.
Groundbreaking collaborations
In 2017, Rabobank has joined forces with other banks and IBM
to develop the We Trade-platform. This platform aims to simplify
cross-border trade by using blockchain technology. We also
participate with other Dutch banks in Payconiq, a mobile
payment app that simplifies mobile payments in store, between
friends and online.
Helping our customers innovate
Apart from our own innovations, we are also committed to
helping our customers innovate.Through other business
models and leveraging our knowledge and global networks, we
aim to help them prepare for a digital future.
Rabobank Annual Report 2017 - Management report
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