07.02.2022
Every year, the survey company Dive carries out a sector survey to identify banks with the best customer service. For the sixth time already, LHV was recognised as the bank with the best service in Estonia.
The service quality survey was conducted using the mystery shopping method. The survey was conducted by phone. A total of ten calls were made to each bank, where mystery shoppers contacted the bank with a request to open a current account. In addition to LHV, SEB, Citadele, Coop, Swedbank and Luminor also took part in the survey, meaning a total of 60 calls were made to banks.
The title of the best bank in Estonia, with a record high 99.5% satisfaction rating, was once again awarded to LHV, followed by SEB, Citadele, Luminor, Coop and Swedbank.
Kristel Paet, Head of Client Services at LHV, says that the biggest challenge is to maintain the already good level of service and to keep raising it. ‘Last year, LHV’s service satisfaction rate was a staggering 98%, the highest in the Baltics. We were pleased, but we continued to strive to provide an even better service, and today’s result shows that we have raised our game. This is what inspires us – providing the best service at all times and in every contact, doing it with heart, and thinking about ways to be even better tomorrow than we are today,’ Paet said.
The Dive survey confirms that the average level of service in Estonian banks as a whole has also risen by 6.8% over the year. In Estonia, it is 89.9%, in Lithuania – 86.2%, and in Latvia – 76.7%.
Dive Estonia, the leading company focused on customer service surveys, conducts sector surveys regularly, offering information based on objective grounds about the levels of customer service in different sectors. The banking sector survey was conducted in the fourth quarter of 2021.
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 650 people. As at the end of November, LHV’s banking services are being used by 316,000 clients, the pension funds managed by LHV have 138,000 active clients, and LHV Kindlustus protects a total of 142,000 clients. LHV’s UK branch offers banking infrastructure to 180 international financial services companies, via which LHV’s payment services reach clients around the world.
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