11. February 2021
Every year, the customer service improvement company Dive carries out a field survey to identify banks that provide the best service. Already for the fifth time, LHV was recognised as a bank with the best service in Estonia.
The service quality survey is carried out using the mystery shopping, or test purchase method. This time, the service of the banks was tested via phone calls. A total of ten calls were made to each bank, where mystery shoppers contacted the bank with a request to open an account. The customer satisfaction rate of service at LHV was at a record high this year, reaching even 98%. This is the highest result in the entire Baltics.
According to Kristel Roostfeldt, the Head of Client Support at LHV, such feedback encourages service providers to make even more efforts. ‘Of course, it makes us happy that our service was once again recognised as the best, and with such an excellent result. However, this does not mean that no more effort is needed. On the contrary, we are glad that we have been recognised and think further about how to provide even better service. Each recognition case gives us extra motivation and shows that the direction we have chosen is the right one. We put our hearts into the work and do so with the highest level of professionalism, so this is what matters the most,’ Roostfeldt said.
For the fifth year in a row, February is service month at LHV – what does it mean? ‘The month of good service that is celebrated in March is not enough for us,’ Roostfeldt notes. ‘We provide our clients with the best service on a daily basis, just in February, we engage in more service-related activities: we carefully collect customer feedback, recognise the best service providers in our bank, organise service-related training events, invite employees from other departments to the customer office for job shadowing, and announce a summer service talent competition,’ she describes.
The Dive survey, which was carried out by phone this year, confirms that the average service level in Estonian banks has also increased by 11.3 percent over the year. The result of LHV increased by 7% to 98% during the year, followed by SEB with 95.5% and Citadele with 89.1%. Among the overall results of Estonia, the ability to provide services based on needs, the ability to answer the questions asked, and the provision of detailed instructions when using the services were highlighted as positive.
This is how a client has written to us: ‘While being a customer of three different banks, I am glad to assure you that LHV Telephone Bank is definitely the best / most customer-friendly of the three. Extremely warm and friendly, and highly professional service at the same time. Exactly what you would expect from an excellent bank.’
LHV Group is the largest domestic financial group and capital provider in Estonia. LHV Group’s key subsidiaries are LHV Pank, LHV Varahaldus, and LHV Kindlustus. LHV employs over 500 people. LHV’s banking services are used by 247,000 clients, and pension funds managed by LHV have more than 180,000 active clients. LHV’s UK branch offers banking infrastructure to 140 international financial services companies, via which LHV’s payment services reach clients around the world.All news