Satisfied, loyal clients are central to Deutsche Bank’s success. Building on existing processes, the bank determined a Net Promoter Score (NPS) in 2014 for most client segments to create a consistent and systematic measurement of client satisfaction across the bank, which will also contribute to strengthening client centricity.
The Private and Business Client (PBC) division has a long record of investing in and measuring customer satisfaction. In 2014, approximately 360,000 private and business clients in Germany participated in the client satisfaction survey. The responses provide detailed feedback on how clients perceive the quality of the bank’s advice and services and whether they would recommend Deutsche Bank to a friend or relative.