OREANDA-NEWS. August 07, 2009. Reaching one millionth customer milestone is a significant and long-awaited event not only because of the significant number but also because it attests to our service quality and customer satisfaction, which we continuously strive to develop and enhance. Thanks to all of our customers as without each one of you we would not be able to welcome our one millionth client this summer, reported the press-centre of Swedbank.

Swedbank reaches the millionth customer milestone in August 2009!

Unless 100% of clients are satisfied… there is always space to improve!

From the very early days of the bank, customer satisfaction and constant perfection of service quality have been a key priority for Swedbank. Our business philosophy, too, bears witness to that - by understanding the needs of our customers, we can offer them the most relevant financial solutions, thus improving their everyday lives. This way we increase the value of our company and contribute to the development of the society.

The implementation of a single Swedbank brand in all Baltic countries and the merging of Hansabank’s and Swedbank’s experiences, resources and best practices laid the foundation for a Europe-wide service leadership.

Swedbank – highest customer satisfaction rate in Latvia

According to TNS’s customer satisfaction research, or so-called TRIM index, which reflects customer satisfaction and retention, Swedbank’s index outperforms the figures of other Latvian banks. The TRIM index covers clients’ overall assessment of the bank’s activities, the possibility of repeat purchases, recommendation, and competitive capacity.

Swedbank Latvia earned 75 points, which can be regarded as a very high customer satisfaction and retention figure. For comparison, Europe’s average customer satisfaction index in retail financial services stands at 68 points.

Customers’ replies to the satisfaction question carries the most weight in the figure: overall, 57% of regular users of Swedbank admitted that they are “fully” or “very” satisfied with the bank.

Slightly over 2/3 (67%) of clients would “certainly” or “very likely” recommend Swedbank to their friends or relatives.

80% of Swedbank clients will “certainly” or “very likely” continue to use Swedbank services to the same extent as now.

Compared with Europe, three out of four indicators are higher for Swedbank, however, European banks still have higher competitiveness indicators.

Interesting facts
Swedbank (then Hansabanka) saw its five hundred thousandth customer in June 2004

Swedbank oldest client turned 104 this year! Each month, she receives her pension in the account. Reportedly, the sister’s son helps the client use banking services

Swedbank youngest client is only two months old. His parents have opened the coming-of-age savings account and taken care of their child’s future

Swedbank has been offering internet banking services to its clients since 1999

Since summer 2008, Swedbank offers the 4th generation internet banking, which for the client means a premium quality multi-functional web-based branch of the bank

Over 395 thousand users (65% of online banking users) use internet banking at least once a month

Swedbank has been a proud supporter of development of good service in Latvia since 2005 and every year it participates and supports the campaign and conference called “The Good Service Month”

During The Good Service Month, clients have a chance to compliment on good service. In 2009, the most praised Swedbank branches in Riga were: Jugla, Alfa, Domina, Centrs and Reval branches. In Latvia, however, most praise for good service went to Kuldiga, Ventspils, Bauska, Talsi and Valmiera branch employees.

At Swedbank branches, we always try and serve mothers with children and people with special needs outside the queue.

Normally, you will find delicious sweets at Swedbank branches.