Bankers Focus on Clients – But What Do Banks Do?

Bank employees in the Netherlands want to focus on clients and the interests of their clients. But they feel constrained to do so by the dominant banking culture. They have low trust in their employers, they feel not motivated by the targets they are required to meet, and they experience very limited autonomy. This affects their service orientation towards clients. More autonomy, less emphasis on targets, and more openness in the relationship with managers is likely to further the interests of bank clients

Bankier stelt klant centraal – nu de bank nog

Bankmedewerkers willen het klantbelang vooropstellen maar voelen zich belemmerd door de bankcultuur. Het vertrouwen in de organisatie hapert, medewerkers worden niet gemotiveerd door de gestelde prestatiedoelen en krijgen te weinig ruimte van de leidinggevende en de klant komt in de knel. Meer autonomie, openheid en de afname van prestatiedoelen kan het klantbelang ten goede komen

Monitoringsrapport 2: Convenant Verzekeringssector

Second report (over 2019) by the Monitoring Committee of the International Responsible Business Conduct Agreements for the Dutch Insurance Secto