Continuous Improvement in Client Satisfaction Continuous Improvement in Client Satisfaction



Client satisfaction is a crucial factor in the remuneration system for staff and managers in the Private Client segment of Commerzbank: Variable pay not only depends on sales and growth targets, but also on client satisfaction with their branch. It is measured by the so-called Net Promoter Score (NPS), an internationally recognised standard.

Every year we conduct a telephone poll of some 140,000 clients asking them if they would recommend their Commerzbank branch to a friend or colleague. The survey results which are made available to the relevant advisors and managers become the basis for continuous improvement in client service and consequently in client satisfaction. The willingness among our private customers to recommend Commerzbank rose again significantly in 2016, with an average level of 56 per cent for the year.

In addition to the regular NPS exercise, we also conduct other surveys which help us to better understand our clients and their needs. So when it came to developing our latest private client policy, understanding the client played a central role. The survey results are used in other areas too, such as new product development and making our services more client-centered.