Client Loyalty and Complaint Management
Complaint Management
- Direct conversation:
Most complaints can be satisfactorily resolved by our local relationship managers - Complaints in writing:
Complaints submitted in writing are processed and responded to promptly on a centralized basis in cooperation with the respective Investment and Finance Center. - Via telephone:
After resolving an issue, we poll clients on their satisfaction with the way their complaint was handled. We use these findings to continue enhancing the service we provide.
Fully satisfying our clients and maintaining their ongoing trust are among our top priorities. We ask our clients at regular intervals about their experience with our service and consulting.
Client Loyalty
The development of client retention in 2008 shows that clients continue to place their trust in us in spite of the ongoing financial crisis. The figures for client loyalty in 2008 are on a par with those for the previous year. We aim to increase this level of retention through:
- Our market research
- The steady improvement of our processes
- Consulting in the Investment and Finance Centers with the aid of consulting experts