OREANDA-NEWS. January 25, 2012. Danske Bankas has the best costumer care, followed by DNB and Nordea, which rank second and third respectively. The overall customer care quality average of all the banks is 86%—a result that complies with the average customer care quality group. This is shown by the results of a study on the quality of customer care at Lithuanian banks published this week. Spect-Dive conducts the study on a yearly basis, reported the press-centre of Danske Bankas.

This year, the overall customer care quality average of all banks has remained similar to that in 2010 and stayed in the average customer care quality group. Danske Bankas took the lead from last year’s leader DNB. Nordea is ranked third for the second year in a row.

"We can see the trend of the customer care average in the banking sector remaining similar for several years in a row. Danske Bankas, DNB, and Nordea have been fighting for the title of the bank with the best customer care for a few years now. Quality customer care requires considerable professional experience and is worth recognition", Neringa Kazlauskiene, Director of Spect-Dive, said.

The results of the customer care quality study show that Danske Bankas satisfies customer care quality criteria by 97.2%, DNB–by 95.1%, and Nordea–by 94.9%. The criteria that are least satisfied by Lithuanian banks include the contact end criterion (74%), the need clarification criterion (82%), and the contact initiation criterion (86%). The best satisfied criteria include the employee appearance criterion (99%), the environment criterion (99%), and the offer/solution presentation criterion (91%).

"This evaluation is a result of constant effort, which not only reveals our strengths but also encourages us to improve even further. In order to ensure flawless customer care, we updated Danske Bankas customer care standards in 2010. The standards are used to prepare annual employee trainings and various direct customer surveys, which allow us to better understand customer needs and to react promptly to them. Customers are the first to evaluate our efforts and the skills and competences of our employees", Gerimanta Stankute, Head of Social Activities and Customer Care Quality at Danske Bankas, said.

The Spect-Dive mystery customer study is aimed at measuring and comparing the satisfaction of the main customer care quality criteria in the Lithuanian banking sector, determining the strengths and weaknesses of customer care, and evaluating customer care quality trends.

Spect-Dive conducted 100 visits to 10 Lithuanian banks at the end of 2011: Citadele, Danske, DNB, Finasta, Medicinos Bankas, Nordea, SEB, Siauliu Bankas, Swedbank, and Ukio Bankas. The study took place in the five main cities of Lithuania. Mystery customers acted as bank customers and evaluated the behaviour, appearance, and communication skills of customer service branches and need clarification and offer presentation.