OREANDA-NEWS. December 14, 2009. Data of the survey* conducted by Swedbank show that in November customers with loan repayment problems are increasingly more satisfied with their co-operation with the bank. Remarkably high evaluation score was given to the attitude and availability demonstrated by employees of Swedbank, reported the press-centre of Swedbank.

In November, the greatest majority (85 %) of customers with restructured loans were fully satisfied with the jointly found solution. Overall level of satisfaction has increased among customers of all types of lending products — mortgage loans (81 %), short-term loans (87 %) and leasing (86 %). If we compare current results with results we got six months ago (in May 2009) 81 % of restructured customers were fully satisfied with their co-operation with the bank. If we compare results in November with results in May a level of customer satisfaction has grown by 5 % as regards the attitude shown by employees of Swedbank and now reaches 91 %.

“When people experience changes they usually go through four stages— denial, anger, acceptance of problems and conciliation. The level of satisfaction among restructured customers demonstrates that we have increasingly better understanding of the crisis situation and we adjust our actions to the current conditions. Long-term stability of customers is very important to Swedbank and therefore we try to be pro-active in our assistance to customers to enable them to accept the experienced troubles and to find the most efficient solutions more rapidly,” emphasized Mr. Dzintars Kalnins, Head of Swedbank Private Finance Division.

Since Swedbank offers a tailor-made solution to every struggling borrower, it is of high importance to go into detail about the situation faced by each customer, as well as it is equally important to explain the essence and benefits of the proposed solution. In November, a level of satisfaction among customers with loan repayment problems has grown as regards the co-operation aspects and now is historically record-high since May 2009.

The attitude shown by employees is appreciated higher by customers (93 % as opposed to 88 % in May). In November, high evaluation score was given also to availability of employees (this implies that it is easy to contact employees over the telephone and e-mail) as 91 % of customers were fully satisfied (in May this indicator was at the same level). The most significant increase in the level of satisfaction was experienced as regards the willingness of employees to go into details about situations experienced by customers – 89 % (78 % in May).

It should be noted that relevance of co-operation aspects is closely linked with overall level of customer satisfaction in the field of co-operation with the bank. As key aspects customers mention availability of employees, their willingness to go into details and general attitude, as well as the fact that offered solution eases their loan repayment.

* Customer satisfaction survey conducted among restructured customers of Swedbank, November 2009.