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Swedish Bank Tops Customer Satisfaction Poll
Staff at Handelsbanken London, are celebrating after the bank topped a national opinion poll for customer satisfaction.
The survey by EPSI Rating is the first of its kind for the UK banking sector and is based on a pan European model already used to benchmark banks in 11 other countries, over 20 years.
Professor Jan Eklof coordinator of the survey commented “This survey shows that customer satisfaction with Handelsbanken is significantly higher than the industry average and that the banks customers are also very loyal. This separates Handelsbanken from other specially analysed banks in the study and depicts results which are consistent with surveys undertaken in other countries.”
Handelsbanken’s decentralised approach allows them to adapt quickly to the requirements and wishes of its customers, with decision making being made locally by its branch managers. This may appear to be a simple proposition, but it is one that is proving successful for the Swedish bank in the UK.
Handelsbanken, which employs 130 staff across London, and 480 across the UK, was ranked top by both it’s business and personal customers in terms of satisfaction and for customer loyalty.
The survey follows a strong set of results from the bank last month when it reported record profits on the back of strong demand for its services.
Magnus Uggla, Head of Regional Bank Southern Britain, said: “The results are a strong vote of confidence from our customers. Excellent personal customer service is our key competitive factor. Therefore it is very encouraging that we score so much better than the competition.”
John Hodson, Branch Manager of Handelsbanken London West End, said having satisfied customers is something Handelsbanken has always focused on and the survey demonstrates the success of Handelsbanken’s ‘old fashioned’ approach to banking.
“We believe in growing our business in a safe and considered way with the emphasis on a very personal relationship with individuals and businesses,” he said.
“The fact that we’re a large Swedish bank with stable finances and a good credit rating by international rating agencies also gives comfort to our customers.”
About Handelsbanken: Founded in Stockholm in 1871, the Handelsbanken Group has 461 branches in Sweden, 48 in Norway, 45 in Finland, 54 in Denmark, and 62 in Great Britain. The bank has a growing presence internationally, with branches in Russia, China, and India. Handelsbanken is rated Aa1 by Moody’s
Bank of the Year 2009
Handelsbanken has received the Bank of the Year 2009 award from Privata Affärer business magazine. This stimulates us in our work of becoming a little bit better for our customers every single day.
Privata Affärer’s award citation:
“A full-range bank that has proved to be impressively stable during troubled times, and has therefore been able to act more offensively for the benefit of its customers.”
Handelsbanken has a good reputation
TNS SIFO has performed a study in order to increase knowledge of the drivers behind good reputation in Sweden. 1002 people between the ages of 18 and 75 were interviewed. The study shows that the public has great confidence in Handelsbanken.
Originally posted by VitriolAndAngst
So I'm guessing the Europeans are going to pool together money, look at who is the "weakest in the herd" getting attacked by the wolves, and then make them lose a boatload of money by propping up the value. So the easy picking for the Jackals are probably over as far as European countries go.
>> But I haven't really looked into any of this (no time) -- I'm just throwing this out there as something the rest of you could consider.
Originally posted by jaynkeel
If they had good intentions why would these meetings be behind closed doors. Nothing good ever happens behind closed doors.
Originally posted by Solomons
I really do believe on some level they think like this and and that they are doing us a favor.