Appendix 2 Methodology Definitions of
Non-Financial Key Figures
About this
Report
Chairman's
Foreword
Corporate
Management Report Appendices Governance
Consolidated Financial Company Financial
Statements Statements
Our Commitment
The table below shows a number of Non-Financial Key Figures.
Progress on these key figures is measured with information
obtained from both inside and outside the organization. A
number of Key figures have an absolute target. Others, especially
the outcomes of client and employee surveys, are relative targets.
NPS The Net Promotor Score indicates the level of client satisfaction
Methodology/ The NPS score is an outcome of an online client satisfaction survey which clients in the Netherlands (private customers and private banking and
Terminology corporate customers with a net revenue under EUR 30 million) receive after an advisory service with local Rabobank offices. The measurement is
therefore transactional based. We measure and report NPS by the widely used methodology in which scores from 0 to 6 are classified as 'detractor"
scores, 7 or 8 are classified as 'passive' and only scores 9 or 10 are classified as 'promotors'. The result is calculated by the percentage of promotors
minus the percentage of detractors, giving the NPS. The NPS can range from 100% to -100%. The NPS is measured over a 12 month period, from the
1st of January to the 31st of December each year. Each respondent carries the same weight in the score. A client can only fill in the NPS survey once
every six months. One of the four cornerstones of our strategy is excellent customer focus. Increasing client satisfaction is, therefore, important to
Rabobank.
Online Active Percentage of customers that logged in at least once in the last three months to the Rabobank Banking App or online banking
Methodology/ The unit of measurement is all individual customers and for Commercial banking all commercial groups that have logged on at least once in the last
Terminology three months in the Rabobank Banking App or online banking. Customers logging on to the Rabobank Banking App using TIN code, Touch ID and
Face ID are included.
RepTrak RepTrak measures the overall reputation across seven key dimensions, based on customers' perception of esteem, admiration, trust, and overall feeling
Methodology/ We measure and report reputation by using the RepTrak monitor, which is a tool of the Reputation Institute. In 2018 Rabobank participated in the
Terminology RepTrak Reputation study which tracks 23 reputation attributes assigned to seven reputation dimensions the Reputation Institute has found to be
the most effective in getting stakeholders to support a company. Rabobank's reputation was measured four times in 2018 through an online survey
taken among a representative sample of the general public in the Netherlands. The reported score entails the Q4 results.
RepTrak is the gold standard for reputation measurement. RepTrak's rankings are based on each company's Pulse- the emotional connection
consumers have to a brand.
Member The percentage of members classed as proactive, active and informed in relation to the total number of members surveyed
Engagement Score
Methodology/ Members answer questions and are allocated to 5 categories according to their answers: Proactive members: Members who take part in (or have
Terminology taken part in) a member council or market team. Active members: Members who occasionally attend a substantive member event or have at some
time alerted Rabobank to a problem relating to livability in the community- Informed members: Members who have a good/reasonable idea of
Rabobank's mission and are aware of the opportunities to undertake activities with the support of Rabobank on social themes in their community.
Aware members: Members who are aware of their membership Non-aware members: Members who are not aware of their membership. Member
involvement is a key figure that is newly reported this year because it's an important strategic topic for the Rabobank. We measure and report this
KPI through the Member Engagement Score. A specialized external data survey agency has been commissioned to work together in developing the
score. The outcome of the survey is determined in such a way that every local Rabobank has the same weight in the results, regardless size or number
of members.
Employee Rabobank's Management Board requires management information on how the organization is developing and how employees are feeling and realizing
Engagement Scan their goals. Monitoring work perception on a regular basis allows Rabobank to effectively manage and make adjustments in a timely manner. The
Engagement Scan has been developed for this purpose.
Methodology/ We measure and report employee engagement through the Engagement Scan. HR commissioned a specialized external data survey agency to work
Terminology with them to develop the scan. The survey consists of 23 questions/statements, supplemented by three optional closed-ended questions provided
by employees themselves. How employees respond to these questions describes the extentto which they feel engaged in their work at that particular
point in time. Since Q4 2017 the Engagement Scan has been conducted quarterly throughout Rabobank worldwide. The score given in this report
is based on the Q4 2018 results. The Engagement Scan is not compared to external benchmarks.
Gender Diversity
Methodology/
Terminology
Diversity is a vital and integral part of our strategic objectives. To enhance career opportunities for women, Rabobank offers divers internal and external
activities. These include sponsorship of talented women by senior executives, cross-mentoring and coaching programs. Our Diversity Board meets each
quarter to monitor policy compliance and progress on our targets.
We report and measure the number of males and females based upon headcount as reported from Rabobank's human resource information
management system at the end of the year. Gender diversity is the percentage of women in the Managing Board, the first level below the Managing
Board, who have a Managing Board Member as manager and is a manager (excluding Business Managers), and the percentage of women in the
Netherlands excluding DLL and BPD. Gender diversity is measured for internal employees.
Annual Report 2018 - Appendices
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