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Customers

Triodos Bank values relationships and interaction between clients, entrepreneurs and co-workers extremely highly. It is at the heart of its approach to its work. So, every year a variety of client events are organised in all the countries where Triodos Bank is active. Clients, entrepreneurs and co-workers enjoy the opportunity to meet and discover how their money is put to work.

In The Netherlands Triodos Bank hosts a Heart-Head day during the year, enabling customers to meet with loan clients. In Spain Triodos Bank organised the ‘I Triodos Enterprise Awards’ in 2014 where customers chose their favourite loan client, directly involving customers with the companies the bank finances. Triodos Bank sets up workshops sharing dilemmas about who it finances, creating space for questions and discussion.

Customer satisfaction surveys take place each year to ask for feedback on a range of issues. Examples include feedback from a stakeholder engagement meeting, conducted as part of Triodos Bank’s 2014 materiality analysis. In it client’s encouraged Triodos Bank to stay close to its identity, even though the world around it is changing.

Co-workers meet business clients at a wide range of domestic and international events during the year, including Biofach (a major organic agriculture event in Germany) and the BioCultura in Spain, as well as special theme days enabling Triodos Bank’s Boards and specialists to meet with clients from specific sustainable sectors. The 2014 theme day focused on Health and Care and included meetings with several loan clients and a visit to La Ferme Nos Pilifs, a care farm near Brussels.

Triodos Investment Management’s funds also involve an intensive engagement process in the selection of organisations and projects finances. To encourage more responsible shareholdership Triodos Investment Management also regularly engages in annual meetings and surveys.

Customers are also informed about the enterprises Triodos Bank finances in different ways, via magazines like The Colour of Money (off and online), newsletters, blogs like ‘Somos Triodos’ in Spain and through social media activity.