Identifying and meeting needs:
Customer satisfaction at DZ BANK
DZ BANK conducts regular surveys and dialog events and has quality management procedures in place to ensure that cooperative banks, institutional clients, and corporate customers are satisfied with our service.
For DZ BANK, customer satisfaction is of the utmost importance. Our most important customer group comprises the cooperative banks. As they are also the owners of DZ BANK, we feel particular solidarity and a sense of partnership with them. At the same time, we want to meet the needs of institutional investors, corporate customers, and customers of the cooperative banks to the greatest possible degree. To this end, we actively engage in dialog with them.
We gauge our customers’ satisfaction and the trends affectin small and medium-sized enterprises (SMEs) by conducting regular surveys of our partner banks and companies. In addition, we ensure customer satisfaction by arranging events that traditionally provide opportunity for dialog and by using a quality management system. Like the awards we receive from independent organizations, these help our customers to build trust in the quality of our services.
DZ BANK periodically surveys Volksbanken and Raiffeisenbanken – the local cooperative banks – to gauge their satisfaction with DZ BANK as a whole and with its individual departments. In 2018, a comprehensive customer satisfaction survey was conducted for the cooperative banks’ combined central institution for the first time. The results show that 41 percent of all surveyed cooperative banks in the relevant market area were ‘extremely/very satisfied’ with DZ BANK and a further 52 percent were ‘satisfied’.
Customers very satisfied with cooperative banks
The results of the annual customer satisfaction survey conducted by the National Association of German Cooperative Banks (BVR) have been consistently strong. As in previous years, customer responses in 2017 revealed that a majority were ‘completely satisfied’ or ‘very satisfied’ with the services provided by the cooperative banks.
Among the aspects most valued by customers are the trustworthiness and the friendliness of the staff of their local cooperative banking partner. The overwhelming majority of respondents continue to favor their cooperative bank over other competitors and would also recommend it to others.
More than 92 percent of respondents were satisfied with the advisory service provided by their cooperative bank.