Most German banks have shown an increase in their TDAs between 2019 and 2020. Among them, Deutsche Bank and Sparkassen showed the most significant gains. The German banking sector has been broadly resilient with strong equity buffers and multi-pronged borrower support policies. Most banks are expected to absorb the shock to their capital ratios. In terms of retail deposit market shares, all banks, except for Sparkassen, have made meaningful gains since 2010.
The Germany retail banking competitor benchmarking report analyzes financial performance, depth of customer relationships, and customer satisfaction. It ranks Germany’s top banks across a range of criteria, from digital experience to product clarity and money management tools
Germany Retail Banking Market – Banks by Current Account Share
The banks with the highest numbers of current accounts are Sparkassen, Volksbanken, Commerzbank, Postbank, and ING-DiBa among others. Sparkassen leads the current account market. The big four banks in Germany account for more than 65% of the current account market share.
Germany Retail Banking Market Analysis by Current Account Share
For more insights into current account share in Germany retail banking market,download a free report sample
Germany Retail Banking Market - Customer Satisfaction According to NPS Results
ING-DiBa has the highest NPSs with the most promotors. This is followed by Deutsche Kreditbank, Comdirect, and Norisbank. Furthermore, ING-DiBa has the most success at cross-selling additional products, suggesting that the more products held by ING-DiBa customers, the higher the levels of satisfaction.
German consumers place the most value on resolving problems easily. This is followed by easy-to-understand products. The simplicity and ease of banking services are of utmost importance to consumers. These are the areas in which banks should develop. This will increase consumer satisfaction, thus increasing NPS results and subsequently cross-selling more products.
Germany Retail Banking Market Analysis by Customer Satisfaction According to NPS Results
For more insights into customer satisfaction in Germany retail banking market,download a free report sample
Germany Retail Banking Market Report Overview
| Big Four Banks ( According to Current Account Share) | Sparkassen, Volksbanken, Commerzbank, and Postbank |
| Leading Banks (Customer Satisfaction) | ING-DiBa, Deutsche Kreditbank, Comdirect, and Norisbank |
Key Highlights
- ING-DiBa and Deutsche Kreditbank both recorded the highest average score for satisfaction, while Postbank has the lowest.
- Across consumers’ three most important attributes (resolving problems easily, easy-to-understand products, and helpful staff), Postbank and HypoVereinsbank were among the lowest for satisfaction. The top three areas of importance all show how transparency and simplicity are what German respondents are looking for the most, which suggests an apparent problem around providing customers with the simplicity and transparency that they require from the lowest-scoring providers.
- There is a strong correlation between net promoter scores (NPSs) and average bank scores across satisfaction: ING-DiBa, Deutsche Kreditbank, Comdirect, and Norisbank have strong NPSs in Germany as well as the highest overall average bank scores. Thus, improving satisfaction in certain areas will likely lead to more promoters.
Reasons to Buy
- Gain an understanding of which banks in the Germany market are performing best and will continue to do so.
- Discover which banks are under threat and perceived as being behind the curve by customers.
- Understand the Germany retail banking landscape and establish how it may develop based on the key performance indicators included.
Sparkassen
Deutsche Bank
Volksbanken Raiffeisenbanken
Sparda-Bank
Comdirect
Targobank
Commerzbank
HypoVereinsbank
ING-DiBa
Deutsche Kreditbank
Norisbank
Postbank
Revolut
Klarna
Table of Contents
Table of Contents
Executive Summary
Financial Performance, Market Share, and Cross Selling
Channel Visitation Trends and Digital Adoption
Customer Satisfaction
Appendix
Frequently asked questions
- Which banks have the highest number of current accounts in the Germany retail banking market?
The banks with the highest numbers of current accounts are Sparkassen, Volksbanken, Commerzbank, and Postbank.
- What are the three most important attributes of customer satisfaction in the Germany retail banking market?
The three most important attributes of customer satisfaction in the Germany retail banking market are quick and easy solutions to problems, easy-to-understand products, and helpful staff.
- Which bank has the highest NPS in the Germany retail banking market?
ING-DiBa has the highest NPS in the Germany retail banking market.
- Who are the leading banks in customer relationships in the Germany retail banking market in terms of NPS results?
The key banks in customer relationships in the Germnay retail banking market in terms of NPS results are ING-DiBa, Deutsche Kreditbank, Comdirect, and Norisbank.
