Contents Introduction Management report Appendices Corporate governance Consolidated Financial Statements Company Financial Statements
Banking for Food
Finding solutions to address the global food problems is one of
the spearheads of Rabobank's mission. Our FoodBytes! event is
an international innovation platform.This is where start-ups and
scale-ups in Food Agri get in contact with potential investors
and customers, allowing them to innovate faster.
Through the acceleration programme TERRA we are also helping
high potential start-ups in Food Agri to enhance their success.
In 2017 we also founded Rabo Frontier Ventures, an investment
fund that participates in Fin, Food Agritech companies.
Banking for the Netherlands
Rabobank is involved in several startup hubs in the Netherlands.
We were a founding father of StartupFest Europe and have
supported multiple startup-events.
In specific knowledge regions like Nijmegen, Eindhoven and
Maastricht theTeckle growth and innovation desk is located
closed to a range of flourishing startup-hubs.ThroughTeckle
we help them get access to knowledge and capital.
With local Rabobanks we have also started innovation desks
throughout the Netherlands.Through the Innovation Fund
Rabobank they are granting subordinated loans to startups in
the region.
KPI Net Promotor Score
2017 2016'
Net Promotor Score private customers in the
Netherlands 53 36
Net Promotor Score Private Banking customers
in the Netherlands 50 41
Net Promotor Score Corporate Customers
(Retail domestic) in the Netherlands 43 30
More customers on our user-friendly apps and services
The Rabo Banking App can be used for payments, as well as for
advice about a broad range of products and services. It is now
also possible to open a savings account entirely through the
app.
KPI Close to customers in our digital world
2017 2016
Number of users mobile banking (x 1,000) 3,518 3,079
Slight decline in satisfaction on everyday banking
In contrast to the NPS, our Customer Effort Score (CES) in the
Netherlands declined slightly in 2017. This was due mainly
to changes in our Rabo Klanten Service (RKS) in 2017 which
led to reduced availability. In 2017 103 local customer service
centres were concentrated into eight centres under central
management. It was a major transformation for the staff
involved. Service levels were restored by November 2017.
Positive trend in client satisfaction
Energy goes into further improving our service, both through
digital channels and advice from our advisers. We ask for feedback
from customers on our products, service and advice. In 2017 we
saw customer satisfaction continue to rise in most areas.
NPS scores show more satisfied customers in 2017
The positive trend in customer satisfaction with Rabobank
continued in 2017, as demonstrated by the Net Promotor
Scores (NPS) for our advisers. Compared with year-end 2016,
most of our scores increased - which is great news since
satisfied customers are our top priority. The increase testifies
to the intensive efforts of our people and our customer
service innovations. We measure different types of customer
satisfaction as well, such as their opinion of our sustainable
products and services (for more information see https://www.
rabobank.com/en/about-rabobank/results-and-reports/archive/
downloads-2017.html).
Alongside digitalised service provision, Rabobank attaches great
importance to high quality customer service. Customers expect
everyday banking services to run smoothly.They expect answers
to their questions quickly, in a single session and through the
channel of their choice. We will continue to improve our
customer service provisions in 2018.
KPI Customer Effort Score
2017 20162
Customer Effort Score private customers in the
Netherlands 66 67
Customer Effort Score Private Banking
customers in The Netherlands 65 68
Customer Effort Score Corporate customers
(Retail domestic) in the Netherlands 49 51
1 The 2016 NPS Advisor figures have been restated due to a
clarification regarding the scope. In addition, the NPS figures 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 to a clarification
regarding the scope. In addition, the CES figures have been measured
for a 12- month period instead of solely measuring the fourth quarter,
as was conducted in 2016.
Rabobank Annual Report 2017 - Management report
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