In order to systematically capture individual institutional clients’ perception of our services, we engage in surveys called Broker Reviews at the clients’ discretion, to gain a consistent understanding of where we can do better. Here, relationship managers and account owners regularly—usually once or twice per year—engage with the clients’ management to personally assess client satisfaction in detail. As part of a Broker Review, clients engage in a detailed assessment of our relative performance by coverage team and product category, enabling a well-informed dialogue and putting Deutsche Bank in a position to take educated decisions with regards to proposed changes.
To assess client satisfaction among corporate clients, Global Transaction Banking (GTB) and Corporate Finance jointly engage in the Voice of the Client, covering more than 80% of our corporate client activities: Each year since 2015, approximately 2,100 key decision-makers and service recipients provide detailed feedback that Deutsche Bank uses to create client-specific action plans and to guide service and product development initiatives. Based on the feedback, a total of about 4,600 action items were derived in 2017. The clients and Deutsche Bank review that status and quality of follow-ups on these action items. 75% of participating clients are mostly or fully satisfied with Deutsche Bank’s follow-up actions (assessment with 1 or 2 on a five-point scale).