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 78

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Annual Reports Rabobank | 2018 | | pagina 80