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Annual Report

Financial Statements 2012

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Sustainable ICT

Rabobank is helping to bridge the digital gulf between developed and developing countries. In connection with this, in 2012 Rabobank Nederland signed an agreement with Close the Gap.

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Paper

Bank statements issued by Rabobank are printed on both sides of the page. Rabobank is the first bank in the Netherlands to do this.

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Treating Customers Fairly

As a cooperative, Rabobank’s principal starting point for the services it provides is the interests of customers. It is Rabobank’s ambition to provide customers with the best possible service and treat them with the greatest possible care, putting their interests first.

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Good products

Rabobank has had a product approval committee since 2004. This committee checks the quality of products and their benefits for clients, and assesses whether the information received by clients is easy-to-understand and complete.

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Appropriate advice

Rabobank developed a new mortgage advice procedure in 2012 to provide clients with greater clarity and make its focus on customer interests even more explicit.

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Service excellence

Rabobank makes great efforts to ensure its service level is in keeping with the wishes and needs of clients. Customer opinion in this area provides input for improving services. More and more consumers are using new media and virtual contacts.

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Balanced advisory model

With regard to charges and fees for services to clients, Rabobank aims to charge amounts that are appropriate for the service provided.

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AFM Dashboard

One of the key focus areas of the regulatory activities of the Netherlands Authority for the Financial Markets (AFM) relates to a specific theme: Treating Customers Fairly (TCF).

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Rabobank performance indicators Treating Customers Fairly

The following tables set out the performance indicators used at Rabobank for measuring activities related to the deliverables and policy principles. All entities use the Net Promoter Score (NPS) system.

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Higher value adjustments and limited growth in lending

Tax increases and government spending cuts were implemented in the Netherlands in 2012. Consumers lost their confidence due, in part, to the rising unemployment rate. Producer confidence was low too, which put pressure on business investments.

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