Excellent Customer Focus
Rabobank's enhanced focus on offering our customers digital convenience and top advice nearby is
paying off. The upward trend in customer satisfaction in the Netherlands has continued, with an
average NPS score of 57 for private customers, a +4 increase from December 2017. Among corporate
customers in the Netherlands, the NPS rose from 43 to 53, and among Private Banking customers,
from 50 to 61We use NPS to measure Rural client satisfaction and the Greenwich Quality Index to
measure Wholesale client satisfaction. Rabobank was named the "most client-friendly bank of the
Netherlands" in April 2018 by an independent consumer panel at the CustomerFirst Awards. In 2018
our reputation scores in the RepTrak monitor further improved. We know that we need to keep
working actively on building and maintaining customer trust. We have achieved one out of five of
our ambitious targets on key reputation drivers.
About this
Report
Chairman's
Foreword
Corporate
Management Report Appendices Governance
Consolidated Financial Company Financial
Statements Statements
Digitalizing Our Traditional Services and Channels
With more and more customer interaction moving to digital
channels, we further increased investments in digital customer
interaction during 2018. We now have 61.8% active online private
customers and 80.8% online corporate customers. On our
Rabobank Banking App, the number of active users who logged
on at least once in the last three months with their private access
code increased by 11 on 2017.
Ready for Open Banking and PSD2
Our first effort in this area has been the addition of Bunq
accounts in the Rabo Banking App. We also launched the
Rabobank Developers Portal with expanded application
programming interfaces (API's) and platform capabilities for
external developers.
Developing Innovative Services for SME Customers
We launched Google Assistant for our Rabobank customers. We
also launched Payment Requestfor businessclients. In the second
half of 2018, we achieved an increase of 703% of Rabo Payment
Request transactions in reference to the second half of 2017.
Rabobank Surepay's IBAN Name-Check successfully processed
over 725 million name checks, significantly reducing unintended
payments in the Rabo Banking App and online environments of
Rabobank, ING, ABN AMRO and De Volksbank. Surepay was
integrated in Rabo Banking and has also been incorporated in the
payment processes of several organizations.
We also innovate to deliver new services for our business clients.
The internal start-up Easytrade, which facilitates simple digital
currency hedging, has helped more than 100 Dutch companies
to digitalize their currency hedging. This year they expanded
internationally with the Finnish OP Bank which now uses the
Easytrade platform for its customers. The we.trade platform was
also launched. This innovative trade solution uses blockchain
technology developed by Rabobank and 12 other large European
banks.
Supporting Customers' Innovation Ambitions
Wearea partnerofYESIDelft,a largetech incubatorin Europe,and
through participating in RoboValley, we are introducing robotics
to Dutch companies. We have already invested in we.trade,
ProducePay, GoCredible, Facturis, JoinData, Tellow, Komgo and
Peaks.
Digital Security
Cybersecurity is high on our management agenda, because of its
continuously changing nature and demands. Rabobank actively
participates with the Dutch government, industry, and the
scientific community in a cybersecurity committee dedicated to
ensuring the digital security of the Netherlands. We worked hard
to meet the deadlines for the European General Data Protection
Regulation (GDPR) in May 2018. We will further strengthen our
privacy governance model across our global organization in 2019.
In 2018 we implemented a genuine innovation -
pseudonymizing client data - in ourtesting activities.To provide
customers digital convenience at a consistently high level of
service, we simplified the bank's systems.
Annual Report 2018 - Management Report
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