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The key to lasting success in retail banking is a balanced mixture of personal contact, assessment of customer requirements, individual advice based on a comprehensive range of products, selection of the most suitable product and continuous service. Important factors in this context are proximity to customers – actively approaching the customer is just as important as providing efficient advice – and customer satisfaction. This comprehensive problem-solving approach strengthens customer loyalty, which is also supported by comprehensive customer satisfaction management.
A separate unit coordinates all activities concerning customer satisfaction and complaints. Moreover, across the Group, customer satisfaction results are taken into account in assessing the performance-related discretionary bonus payments to our employees.
Customer satisfaction management concentrates on the development of instruments to measure service quality and on consistent measuring and reporting systems. We aim to improve complaints management and the service standards of employees. Optimising customer satisfaction is one of our declared strategic core objectives for 2007.