Mariëlle Lichtenberg
Our impact on our customers
-v
Excellent
customer
focus
Member of the Managing Board
responsible for Retail and Private
Banking in the Netherlands
We aim to help our customers live
financially healthy lives. In a time that the
Dutch government is expecting more
financial self-sufficiency from its citizens,
we believe people should be encouraged
and empowered to take adequate action
themselves. We want to motivate people
to get more insight into their future
financial needs. Then we can assist them in
taking the initial steps towards achieving
good financial health. We believe that this
is also part of our mission 'Growing a better
world together'.
Our retail and private banking businesses
serve 7.3 million consumers in the
Netherlands. We achieved good results in
this highly competitive market in 2017.
Our mortgage market share increased
slightly, over the past three years and more
assets under management have been
entrusted to us by customers. Customer
satisfaction (Net Promotor Score) went up
again too. We also co-created a new online
proposition for younger audiences, in close
collaboration with a few hundred young
people, which has mainly been met by
positive responses so far. This proposition
is helping us to attract young customers to
Rabobank at an earlier age and to retain
them longer.
We continued to improve our digital
products like the Rabo Banking App.
Improving and expanding digitalisation
demands constant vigilance, since the
retail banking portfolio is subject to
massive external changes like new
technologies and the enormous growth of
the digital world. As a result, our
customers' expectations are also changing
drastically and fast. The better we
understand their everyday needs the
greater an impact we can have. We are
always searching for ways to stay close to
the customer, while offering relevant
solutions to meet their everyday needs.
Providing digital convenience is important,
but we also want to give our customers
sound personal advice whichever way suits
them best - whether that's through the
chat box or a personal meeting with an
adviser.The advisers at our local Rabobanks
play a key role in providing customers
high-quality advice and information about
their financial situation, mortgage,
investment or payment needs.
Rabobank wants to be more than just a
good financial services provider for its
customers. We want to be a bank which
takes a stand on issues that impact society.
The Retail bank embodies this mission by
helping people achieve good financial
health. Many people in the Netherlands
barely realise what they need to keep their
finances healthy for the long term. We aim
to increase awareness generally - not just
among our customers - and to offer
accessible options for people looking take
big first steps like buying a house instead
of renting one, starting to save for their
children's education now or managing
their own care requirements as they grow
older.
In our ongoing drive to better live up to
customers' expectations, we are also
encountering dilemma's and challenges.
While'treating customers fairly' is
