In 2011, Private Banking conducted a comprehensive custom satisfaction study via an independent market research bureau. The study showed that 95% of clients were satisfied to highly satisfied with the services and products of Triodos Bank Private Banking and felt very loyal to Triodos Bank.
The study identified the benefits of more tailored and pro-active liaison, tailored products and the need for high-quality back-office processes.
As a result of this work, we will reorganise to better respond to these challenges, and increase resources for our marketing and communications activities in 2012.
A year of cooperation
Triodos Private Banking continued to cooperate with foundations and religious institutions so their financial assets align better with their mission.
We cooperated with the NSGK, a leading Dutch foundation, for example, to design a guarantee fund. In this context, NSGK holds a dedicated deposit with Triodos, thus enabling Triodos to lend to entrepreneurs working in areas that match the mission of both NSGK and Triodos Bank.
We worked with colleagues in Triodos Investment Management to implement an alternative to our current investment model during the year.
This new initiative is designed to increase our sustainable impact, and align more closely with Triodos Bank’s values. Progress was more limited than we had hoped, but we remain committed to this new approach and plan to implement it in 2013.