Abstract:

A group of Volksbanks and Raiffeisen banks in Friesland, which cooperate under the name of “Friesland's Bank” and are situated in the north-west of the Federal Republic of Germany to the north-west of Bremen, have together with the author of this article developed a concept of customer service which covers the above-mentioned banks fields of interests in the target group. The concept is based on statistical analyses of and empirical research into the attending needs of the target group and its environment.