DHL 2003 Annual Report Download - page 52
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The retail outlets and the subsidiaries assigned to them, Deutsche Post Retail
GmbH, Deutsche Post Vertriebsgesellschaft mbH, Deutsche Post Shop Gesellschaften
mbH, and McPaper AG, together form the retail outlet network. With around
13,500 outlets, this network provides Postbank, as well as the MAIL and EXPRESS
Corporate Divisions, with an extensive sales network and thus represents the nerve
center for in the Group. The sales and service activities performed
for the Group by the retail outlets are remunerated on a transaction- and profit-
related basis. Additional synergies are realized through the sale of telecommunications
and energy supply services.
The Pension Service handles payments for the statutory pension and accident
insurance funds in Germany, as well as for foreign social security providers. This
Service also offers products for occupational pension provision.
The right approach for each target group
Bank sales are focused on the retail outlets. This is where Postbank offers its private
customers easy-to-understand products and services directly at the point of sale.
For further information about the retail outlets, see the table on page 49.
At approximately 780 Postbank Centers – modern outlets with an extensive
service offering – our trained advisors support customers and offer expert help for
complex financial services.
The quality of the services provided in the retail outlets is constantly examined
by neutral test customers from the EMNID market research institute. The findings
indicate that the retail outlets increased objective customer satisfaction in the year
under review as planned to a level of 93% (previous year: 89%).
cross-selling
Cross-selling: existing customer
contacts are leveraged to sell
additional products and services
from various Corporate Divisions.
2002 2003 Change1)
in %
Customers millions 10.8 11.5 6.5
Private checking accounts millions 3.94 4.14 5.2
Corporate checking accounts millions 0.37 0.37 0.2
Number of credit cards thousands 616 666 8.1
Number of debit cards thousands 5,300 5,640 6.0
Online banking millions 1.32 1.62 23.3
Telephone banking millions 2.20 2.58 17.4
Brokerage accounts (Postbank Brokerage) millions 0.45 0.47 4.3
Accident insurance thousands 74.4 79.4 6.6
Life insurance thousands 200.2 220.4 10.1
Savings deposits in €bn 35.7 39.1 9.5
Fund assets in €bn 2.9 4.0 40.8
Private loans in €bn 0.9 1.0 9.9
Building loans in €bn 15.2 17.2 13.1
Corporate customer lending business in €bn 20.0 20.1 0.7
1) Percentage change based on unrounded figures
Postbank at a glance