OREANDA-NEWS. February 14, 2013. The results of the research on customer service quality in the Baltic States bank sector for 2012 were revealed. The best customer service in Latvia, Lithuania and Estonia was demonstrated by Danske Bank. The overall average of service quality for all the banks in Latvia – 89.4 per cent, in Lithuania is 87.6 per cent, in Estonia – 83.2 per cent. The research on customer service quality in the Baltic States is conducted by Spect-dive Company on annual basis, reported the press-centre of Danske Bank.

Danske Bank 98.1 per cent meets the criteria of customer service quality in Latvia, in Lithuania this index is 96.0, in Estonia – 91.4 per cent. In Latvia, the second place for service quality went to Nordea (95.6 per cent.), the third place – to SEB (93.2 per cent.). In Lithuania the ranking is as follows: second place – Finasta (94.8 per cent.), the third place – to SEB (93.7 per cent.), whereas in Estonia the tanking is Nordea (89.6 per cent) and Swedbank (88.4 per cent.), correspondingly.

‘Customer service quality in the Baltic States bank sector in 2012 somewhat improved. However, the achieved overall average still reveals a mediocre level of satisfaction of customer needs. High-quality service requires a considerable amount of practice and is worth mentioning as the companies that got the widest acclaims set even higher standards for the entire market,’ states Neringa Kazlauskiene, Spect-dive Director.

Several years in a row, the following criteria receive the best evaluation in the research: environment of the banks in the Baltic States, appearance of the service personnel, employees’ skills in making the contact, and their communication skills. Last year comparing to previous years, the first contact skills were strongly improved. It is still more difficult for employees of the banks to listen attentively to the customers’ needs as well as to properly end the conversation.

‘Evaluation in the Baltic States is very significant for developing high quality of service. It confirms that the customer service strategy selected by the bank and its improvement lead to significant results. “New Standards”, the new Danske Bank business strategy, pays even greater attention to customer service quality. Innovative technologies, financial market situation and other factors dictate new customer needs. In the upcoming years, we aim to set even higher service standards in regards of our activities, which will help us satisfying those needs,’ stated Gerimanta Stankute, Head of the Social Activity and Service Quality Department in Danske Bank.

In December 2012, the mystery shoppers in 20 cities visited 26 banks and evaluated the environment, appearance of the service personnel, employees’ skills in making the contact, clarification of customer’s needs, presentation of need-satisfying services, additional sales skills, communication skills, and skill in ending the contact.