Client loyalty and complaint management
Steady improvement of customer satisfaction
At regular intervals, we ask our clients about their satisfaction and systematically assess these findings. In this way, we gain valuable insights into how we can improve our business processes and optimize the quality of our service and consulting.
At the beginning of 2009, we also launched our “Client Loyalty Index.” The index uses data acquired from our established client satisfaction survey, in which we invite clients to participate once a year via online banking or at ATMs. Nearly 800,000 clients participated in 2009. The findings of the Client Loyalty Index help us, for instance, to identify dissatisfied clients and pursue a dialog with them. The index also serves as a basis for the target agreements of our sales executives. We have formulated our understanding of tangible client orientation in our “Client Charter,” which serves as a guideline for our quality and service standards.
Like the entire financial sector, Deutsche Bank experienced a downward trend in client loyalty at the end of 2008 due to the banking crisis. Following a brief period of stable figures in the first quarter of 2009, clients loyalty rose again sharply through to the end of the year, showing us that we are regaining the trust of our clients.
Client complaint management
Our consultants are independently responsible for recommending suitable solutions to clients. Complaints submitted in writing are processed and responded to promptly on a centralized basis. The complaints management tool makes it easier for our employees to register and follow up clients feedback in a flexible manner. Recurring complaints and faults in product and service processes are thus identified at an early stage.
A Group-wide quality committee addresses any potential for improvement and develops possible solutions. The committee consists of representatives from our services and sales units as well as from quality management, target group management, and IT management.
In a Group-wide guideline, we have formulated minimum standards for documenting and handling complaints. The basic principle is to process complaints fairly and effectively and without delay.
Complaint Management Group
“Corporate Quality Service” as a sub-section of Group Operational Risk Management is responsible for:
- Developing and implementing Group standards for complaint management
- Developing forward-looking methods for analyzing the risk potential of complaints
- Reporting to the Management Board about complaints that have been made
- Coordinating research into and responses to complaints directed at the Management and Supervisory Boards