05.02.2024
Each year, the survey company Dive carries out a sector survey to identify banks with the best customer service. For the eighth 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. In 2023, the bank sector survey was carried out in two service channels – telephone calls and visits to bank branches. A total of ten phone calls and ten visits were made to each bank. Mystery shoppers contacted the bank with a request to open a current account. In Estonia, a total of 60 calls and 60 visits were made to LHV, SEB, Citadele, Coop Bank, Swedbank, and Luminor Bank.
The title of the bank with the best telephone service in Estonia was once again awarded to LHV, reaching the maximum result of 100%. LHV’s record-high satisfaction score was followed by Citadele, Coop, SEB, Luminor, and Swedbank. LHV also ranks first in terms of visits to bank branches, with a score of 99.5%, followed by Citadele, Coop Bank, Luminor, SEB, and Swedbank.
Kristel Paet, Head of Client Services at LHV, noted that providing the best service in Estonia is a clear goal for LHV, one that we strive to achieve every day. ‘We want the level of service and client satisfaction to be high with every contact. As staff changes are common in the service sector, the biggest challenge is to maintain high standards when that happens. I am glad to see the survey prove that we have also managed to do that – clients have a reason to be satisfied with our service.’
The Dive survey confirms that the average level of service in Estonian banks as a whole has also risen by 0.5% over the year. In Estonia, it is 90.6%, in Lithuania – 95.8%, and in Latvia – 88.5%.
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 2023.
LHV Group is the largest domestic financial group and capital provider in Estonia. LHV Group’s key subsidiaries are LHV Pank, LHV Varahaldus, LHV Kindlustus, and LHV Bank Limited. LHV employs more than 1,060 people. As at the end of October, LHV’s banking services are used by 415,000 clients, the pension funds managed by LHV have 125,000 active clients, and LHV Kindlustus protects a total of 164,000 clients. LHV Bank, a subsidiary of LHV Group, holds a banking licence in the UK and provides banking services to international financial technology companies, as well as loans to small and medium-sized enterprises.
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