High accessibility critical for Postbank

As the leading financial services provider for private customers in Germany, Postbank measures the quality of its services, amongst other things, by the ease of access for its 14.5 million customers.

Postbank has also developed key indicators that are subject to regular internal measurement and evaluation procedures. These include the average duration of customer transactions, the skills of employees who have direct contact with customers and waiting times in the Postbank branches.

Customer loyalty is another quality benchmark. It is measured by the number of regular customers and the average number of products purchased by each one.