Deutsche Bank Governance and operations Non-Financial Report 2022 Client satisfaction In addition to the German retail and private banking businesses, International Private Bank (IPB) brings together globally connected Wealth Management clients across Germany, Europe, Americas, Asia and the Middle East and Africa, along with private clients and small and medium-sized enterprises in Italy, Spain, Belgium and India and therefore different approaches to measure client satisfaction continue to apply. In the second quarter 2022, International Private Bank adjusted reported client segments to “Premium Banking” (previously Personal Banking) and “Wealth Management & Bank for Entrepreneurs” (previously “Private Banking and Wealth Management”). Wealth Management & Bank for Entrepreneurs combines the coverage of private banking, high-net-worth and ultra-high-net-worth clients, as well as business clients that are covered as part of the Bank for Entrepreneurs proposition. International Private Bank Premium Banking includes retail and affluent customers as well as commercial banking clients (i.e., all small business clients and small sized corporate clients that are not covered as part of the Bank for Entrepreneurs). International Private Bank uses both Net Promoter Score (NPS) and client satisfaction (CSAT) index metrics. In International Private Bank markets primarily focused on Wealth Management & Bank for Entrepreneurs, only Net Promoter Score is used. Alongside Net Promoter Score, International Private Bank also compiles a client satisfaction (CSAT) index in Spain and Italy, focused primarily on Premium Banking clients. This broader index measures clients’ overall satisfaction with Deutsche Bank, including all the items that affect their relationship with the Bank. As per previous years, the client satisfaction (CSAT) index and Net Promoter Scores were weighted based on the revenue contribution from the respective areas of the business, as opposed to the number of respondents to the survey, making it more representative of the business mix. Prior to 2022, within Wealth Management & Bank for Entrepreneurs, only Wealth Management Germany used the Net Promoter Score methodology. In 2022, Net Promoter Score methodology was rolled out across additional Wealth Management & Bank for Entrepreneurs markets to gain a global perspective. Therefore in 2022, Wealth Management & Bank for Entrepreneurs clients within the six International Private Bank reporting regions (Americas, APAC, EMEA, Germany, Italy and Spain) were sent online surveys to ascertain Net Promoter Score performance, rendering prior years data incomparable. Results show approximately 60% of clients globally are "promoters" of the brand with an overall Net Promoter Score of 44.5 (without regional revenue weighting applied). Client satisfaction as well as service quality for International Private Bank is represented as follows in 2022. The figures for International Private Bank include figures for the six reporting regions for International Private Bank which use region or country-specific survey methods with different scales and different business segmentation. Client satisfaction for International Private Bank Dec 31, 2022 Dec 31, 2021 Dec 31, 2020 Client satisfaction International Private Bank CSAT Index International Private Bank1 73.4 73.6 73.9 NPS International Private Bank - Wealth Management and Bank for Entrepreneurs2 32.7 N/A N/A 3 NPS International Private Bank - excluding Wealth Management and Bank for Entrepreneurs 8.2 10.7 9.5 4 Number of clients taking part in the survey 24,156 26,392 19,765 1 Client satisfaction (CSAT) Index is recorded and reported for International Private Bank (IPB) Italy and Spain only, IPB’s largest Premium Banking markets. The result is the average rate given by clients on a 0 - 100 scale weighted by revenue contribution. The combined figures shown are based on the revenue contribution in each country. Therefore, in 2022 Italy represented 69% and Spain 31%; in 2021, Italy represented 68% and Spain 32% of weighting and in 2020 Italy represented 67% and Spain 33%. 2 The global Net Promoter Score (NPS) for Wealth Management and Bank for Entrepreneurs has been calculated by using regional NPS scores, which have been adjusted to reflect regional-weighted revenue contribution across the six Wealth Management and Bank for Entrepreneurs regions. Due to Italy’s business mix, Wealth Management and Private Banking is reflected for Italy in this calculation. 3 Net Promoter Score (NPS) is shown for International Private Bank (IPB) Italy and Spain only (excluding Wealth Management and Bank for Entrepreneurs) reflected by revenue contribution which is 69% for Italy and 31% for Spain in 2022. In 2020 & 2021, NPS reporting for International Private Bank excluded Wealth Management. This metric is reported here again in 2022, however in line with new client segmentation, this now reflects the Premium Banking segment, which excludes Consumer Finance. 4 In 2022, Net Promoter Score (NPS) surveys for the Wealth Management and Bank for Entrepreneurs segment were primarily conducted by online methodologies. In 2020, the client satisfaction (CSAT) scores and findings in Italy were primarily based on telephone interviews. In 2021, the process for Italy was amended to broaden the calculation base and also include online respondents. In 2022, Italy and Spain used both telephone and online survey methodologies. In addition, International Private Bank used mystery shopper interactions to check that its advisory processes meet its clients’ needs. In 2022, 432 test purchases were undertaken (2021: 333 test purchases). In 2022, International Private Bank Premium Banking conducted test purchases in Spain and Italy only, while International Private Bank Premium Banking’s other countries (Belgium and India) did not participate in the mystery shopping program. In Spain, an independent market study using mystery shopping identified Deutsche Bank Spain as the best bank for service quality in 2022 (Source: Stigacx.com EQUOS study 2022). Mystery Shopping index for International Private Bank (Premium Banking) Dec 31, 2022 Dec 31, 2021 Dec 31, 2020 International Private Bank1 Mystery Shopping Index 81.5 84.2 86.2 1 The index figures for 2020 contain test purchases from Spain only. The figures for IPB are based on country-specific survey methods with different scales. The results have been converted to a uniform scale of 0 – 100%. 97