To systematically ensure client satisfaction, it has become an important management parameter for the assessment of the performance of our client advisors. That is underpinned by a code of values and principles, and we expect and verify compliance to that code. In this respect, transparency and a high quality of advisory service for our clients are crucial. Existing regulations relating to consumer protection are self-evident minimum requirements that we even exceed in the interest of our clients. And we are aiming to achieve a better balance between the interests of our clients and the requirements of the Bank’s shareholders.
Advising clients responsibly: prime focus on client satisfaction
The financial crisis has put a strain on the relationship between banks and the general public and further increased the importance of responsible advisory service for clients. In order to countervail that loss of trust, we measure our products as well as services in the private client business by a code of values that attaches top priority to the transparency, integrity and credibility of our actions.
What do we want to achieve?
Following the financial crisis, the public has taken a skeptical view of the relationship between banks and their clients and especially client advisory services. Many people criticize business practices that seemingly focus exclusively on sales targets and products that are virtually incomprehensible. We are making every effort to strengthen our clients’ trust and improve their level of satisfaction.
How are we achieving our goals?
What have we achieved?
In 2010, we were the first bank in Germany to introduce product information sheets, with a transparent labeling system, for investment products into our client advisory service. They document the yield and risk profile, fees and anticipated change in value of a product. Comparable documents for investment products and closed-end funds have only been stipulated by law since July 2011.
In conjunction with the Responsible Business Initiative of our Private and Business Client division, we introduced a code of values and product principles in 2012. They define requirements and exclusion criteria for developing new products and reviewing our existing product portfolio.
Products and sectors that do not fulfil our standards are excluded from our client advisory service.
Our specific measures
Client satisfaction
Satisfying our clients is our central focus. This principle guides all our activities and applies to all business divisions. more
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