Contents Introduction Management report Appendices Corporate governance Consolidated Financial Statements Company Financial Statements
In 2017 Rabobank selected five attributes it deems its most
relevant Reputation KPIs. Rabobank actively steers on these
attributes and has set specific and increasingly ambitious targets
for the coming years. Starting in 2017, promoting Rabobank's
reputation has become one of the indicators for assessing the
Managing Board members'performance.The targets and
RepTrak scores for 2017 are shown in the table below.
Target December 2019
66.8
68.9
66.6
68.5
72.0
Rabobank KPIs
Good value for money
Meets customer needs
Fair in the way it does business
Positive influence on society
Clear vision for its future
12-months moving average
December 2017 Target December 2017
64.6
65.6
63.2
65.5
68.7
64.6
66.1
63.0
65.1
69.3
Gap
On target
Below target (-0.5)
Above target (+0.2)
Above target (+0.4)
Below target (-0.6)
Target December 2018
65.7
67.5
64.8
66.8
70.6
Rabobank reached its target for'Good value for money'in 2017.
Our investments in product innovations are bearing fruit.
The Rabo Banking App is rated highly and we exceeded our
target for the KPI 'Fair in the way it does business'and 'Positive
influence on society.This is commensurate with our cooperative
character and our presence in local communities. If something
goes wrong, customers can rely on us to find a solution.
Complaints handling continued to improve in 2017 and client
contact centres are available 24/7.
In 2017 Rabobank did not yet meet the targets for the KPIs
'Meets customer needs'and 'Clear vision for its future'.The bank
sees this as an incentive to listen more closely to customers and
to better respond to their needs. The mission 'Growing a better
world together'is the compass we use to chart Rabobank's
future direction.The passion with which we realise this mission
will be reflected in higher scores on these KPIs.
Stimulating transparency
At Rabobank, we believe it is important to be open about how
our customers'evaluate our service. We use customer feedback
to improve our services. In 2017 several measures were taken
to promote transparency, like improving banking terms and
conditions and the Financial Coach.
We improved our banking terms and conditions, replacing the
old Rabobank General Banking Terms and Conditions (GBTC)
with a new and more accessible set of terms and conditions.
The new GBTC is written in a style that is easier to understand
and includes illustrative examples.The new version pays
more attention to the customers' rights, making it much more
functional.
We developed a 'Financial Coach', an online tool that helps
customers prepare for advice meetings with their bank,
and assists them at an earlier stage when they encounter
financial setbacks
Dutch Banking Confidence Monitor
Last year we continued to participate in the Dutch Banking
Confidence Monitor (Vertrouwensmonitor Banken), a survey
that gauges the trust our customers have in us, and their
opinion of our services and products. The results for 2017 for
Rabobank on trust and perception were stable and comparable
to the sector as a whole; they help us determine how to adapt
our services. We are determined to live up to our customers'
expectations and make a difference for them, especially when
they most need us. Acting on outcomes of the 2017 survey, for
instance, we decided to be more proactive towards customers
should they experience life-changing events like marriage or
divorce. We now contact them about what this means for their
personal financial situation.
The results of the Banking Confidence Monitor showed that
customer appreciation of our complaints handling process
has risen from 3.0 to 3.5 in the past two years. We strive for
even more improvement through better communications and
information for our customers.
Rabobank Annual Report 2017 - Management report
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