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About this
Report
Chairman's
Foreword
Management Report Appendices
Corporate
Governance
Consolidated Financial
Statements
Company Financial
Statements
Rabobank materiality analysis
Situation on December 31,2018
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Impact of Rabobank
0 Rock-solid bank 0 Meaningful cooperative
0 Excellent customer focus 0 Empowered employees
Topic
1 Strong capital position
2 Improving performance
3 Flexible balance sheet
4 Conscious and careful risk return trade off
5 Increasing customer satisfaction
6 Restoring trust
7 Stimulating transparency
8 Digitizing and innovating services
9 Big data Privacy
10 Strengthen stakeholder engagement
11 Supporting clients in sustainable development
12 Stimulating sustainable food and agriculture
13 Supporting vital communities
14 Encouraging entrepreneurship
15 Facilitate transition to a more sustainable and circular economy
16 Developing human capital and talent management
17 Stimulating diversity and equality
18 Fair remuneration and education
Continuous Stakeholder Dialogue
We are committed to a strategic, constructive and proactive
dialogue with all our stakeholders. We base the list of material
reporting topics on specific dialogues we conducted during 2018
with the following stakeholder groups: clients, members,
employees, non-governmental organizations, government
agencies, politicians and supervisory bodies. Continuous
dialogue with stakeholders provides us a clear view of which
issues our stakeholders believe are important. Knowing that aids
us in determining the material topics described above and is
useful strategic input.
Materiality Connection Table
Strategic
Pillar
Rock-Solid
Bank
Excellent
Customer
Focus
Excellent
Customer
Focus
Excellent
Customer
Focus
Meaningful 12
Cooperative
Meaningful 13
Cooperative
Meaningful 14
Cooperative
Empowered 16
Employees
no Material Topic
Improving
Performance
Increasing
Customer
Satisfaction
Goal Target 2018
Cost-income ratio (including 62.4%
regulatory levies)
Net promotor score
Result 2018
Target 2019
NPS Corporate customers 53 NPS Corporate customers 53 n/a
6 Restoring Trust RepTrak Pulse Score
Digitizing and
Innovating
Services
Stimulating
Sustainable Food
Agri
Supporting Vital
Communities
Encouraging
Entrepreneurship
Developing
Human Capital
and Talent
Management
NPS Private customers 56
NOS Private Banking
customers 56
67.3
Online active private
customers
Online active corporate
customers
- Total sustainable products
services
- of clients with A-level
client photo (sustainability
performance)
Community funds and
donations
-Total sustainable products
services
- Average hours of training
per year per employee
-Training expenses (EUR) per
FTE
n/a
Increase A-level clients
More than 2.525.0001
Doubling of sustainable
products servicesin the
period 2013-2020
Full usage of the
development budget
NPS Private customers 57
NOS Private Banking
customers 61
70.8
72.3
61.8% Online active private 63% of online active private
customers
80.8% Online active
corporate customers
5% Local Rabobanks
24% Wholesale clients
€48.8 million
Sustainable financing
€46,607 million
customers
82% of online active
corporate customers
Increase A-level clients
At least EUR 25,000 per local
Rabobank
Doubling of sustainable
products services in the
period 2013-2020
Full usage of the
development budget
Reference
Rock-Solid
Bank
Excellent
Customer
Focus
Excellent
Customer
Focus
Excellent
Customer
Focus
Meaningful
Cooperative 8
Excellent
Customer
Focus
Meaningful
Cooperative
Excellent
Customer
Focus
Empowered
Employees
(Talent)
1 EUR 25,000 per local Rabobank.
Annual Report 2018 - Appendices
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