This report uses the Net Promoter Score to benchmark the customer experience of German consumers who have used banking services from the following providers: Deutsche Bank, ING-DiBa, Postbank, Sparkasse, and VR Bank. Data for this report was collected in Q1 2011 using an opt-in email survey with consumers who had used the products or services of these providers within the previous year. Purchase this report and receive the 2010 report on a complimentary basis with your license.
Net Promoter® is both a customer loyalty metric and a business discipline for using customer feedback to fuel profitable growth. Developed by Satmetrix, Bain & Company, and Fred Reichheld, the concept was first popularized through Reichheld's book, The Ultimate Question, and has since been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty.
Please note, the 2011 and 2010 reports will be delivered in a zip file
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