The stakeholder survey consisted of a questionnaire, which was filled in by 492 respondents, and 58 interviews held with individual stakeholders. Among these stakeholders are banks, insurance companies, trust offices, academics, members of special-interest groups, and journalists. This was the first time that the stakeholder survey was held among such a broad range of stakeholders, i.e. including stakeholders from DNB's supervision, monetary or payments mandates. Previous stakeholder surveys related to our supervisory function only.
What is going well?
The broad range of stakeholders finds DNB and its staff professional, accurate and dependable, which makes for high-quality output. The respondents awarded DNB a "very good" on reputation, and hold a positive opinion on DNB's overall effectiveness. They also indicated that DNB has become more approachable and transparent over the years. They also believe that DNB operates in a more pragmatic way than it used to.
Supervised institutions find DNB's supervision strict and proactive. They highlight the fact that DNB has adapted its fit and proper assessments, and consider this a marked improvement, which they welcome.
What could be better?
Although DNB has become more approachable, stakeholders have indicated that they would appreciate even more dialogue and cooperation. Stakeholders also say that DNB could gain from becoming more effective and politically sensitive in its influencing style. They also find that there are still too many departmental silos, which sometimes results in mixed messages being conveyed.
A less formal and distant stance would further improve the effectiveness of DNB's supervision. Sharing more process-related information, improving feedback given on examination results, and stricter prioritisation and a more tailored approach to supervision are also among the points for improvement. Some of our stakeholders prove to be unfamiliar with our internal and external corporate social responsibility (CSR) policies.
Implementing points for improvement
We have taken note of the survey results and will address the points for improvement mentioned. We welcome the call for more external dialogue and consider it as a further stimulus for continuing our round-table meetings and other interactive sessions.
We expect to become more effective and sensitive in terms of our influencing style as we more explicitly identify potential opportunities and obstacles by analysing the various factors at play. To ensure consistency in our communications, we will continue improving alignment and coordination between our organisational units.
In order to make our supervision process more transparent, we have launched various initiatives to share more process-related information and improve the feedback on examination results that we give to supervised institutions. We also monitor the effectiveness of our supervision activities.
We will make additional efforts to communicate our CSR policy more clearly as some of our stakeholders prove to be insufficiently familiar with it. Among other things, we will communicate more widely how we integrate our CSR efforts into our core tasks. In addition, we will continue emphasising the correlation between our CSR policy and our professional mandate.We are very grateful to the stakeholders that participated in our survey for providing us with open and frank feedback on our services and performance. The next survey among DNB's stakeholders will be held in 2019.
End of press release
For more information, please contact Tobias Oudejans by telephone at +31 20 524 3100 +31 06 524 96961.