Deutsche Bank

Corporate Responsibility
Report 2016

Assessing client satisfaction

The ongoing public debate and critical media coverage surrounding Deutsche Bank has had a negative impact on our reputation among our German clients. According to a recent independent comparison of banks (FMDS study), Deutsche Bank has suffered a decline in client loyalty (TRI*M Index).

On the plus side, clients who took part in our internal evaluation of client satisfaction continued to show a positive appreciation of our specific services. This meant that despite the challenges we faced in 2016, we were still able to improve our score in every category of our annual client satisfaction survey.

Client satisfaction index

In %

2016

2015

2014

Client satisfaction index

75.3

73.3

71.2

Client satisfaction with our advice

76.5

74.2

71.7

Client satisfaction with our services

77.1

74.7

72.5

Client satisfaction with actively offered products and services

70.8

69,0

66.8

Willingness to recommend Deutsche Bank

76.5

75.4

74.0

Around 260,000 clients took part in our 2016 client satisfaction survey. The survey was not anonymous, so we were able to respond precisely to feedback from participants. In addition, we commissioned an independent market research institute to conduct approximately 2,000 test purchases in branches (i.e. mystery shopping). We also conducted a phone survey of around 10,500 existing clients, enquiring about the standard of the service and advice we provide. The calls were followed up with a consultation.

Our ability to meet our own high quality standards was confirmed once more in 2016 by independent external banking tests. These tests also provided important indications of potential for improvement, especially regarding our range of services.

Mystery shopping index
Mystery shopping index (bar chart)Mystery shopping index (bar chart)

The results of the client satisfaction survey and the mystery shopping index are considered during the setting of objectives for our branches. Both are also linked to the performance-related component of the remuneration for our sales staff.