SKI: Handelsbanken has satisfied customers and the most highly regarded app

Among the major banks in Sweden, Handelsbanken once again has the most satisfied customers. This is the result of this year’s banking survey by SKI/Epsi. The customers are particularly pleased with their personal contacts and the Bank’s digital services. Handelsbanken’s app has received top marks from private customers.

The survey showed that Handelsbanken has the most satisfied customers of all the major banks. Private customers give the Bank an overall rating in the Swedish Quality Index of 70.4 points, which is 2.8 over the sector average. The Bank’s rating among corporate customers has climbed by 2.2 points compared to the previous year, to 4.0 points over the sector average.

The survey also illustrates that Handelsbanken’s digital solutions are important to its customers, and are highly appreciated. Both private and corporate customers give the app, Online Banking and the telephone banking service high ratings. Among private customers, Handelsbanken’s app is the most highly regarded of all banks. It is also by far the most often used digital meeting place. In addition, more of Handelsbanken’s private customers have a personal bank contact, than at any other bank.

“A huge thank you to all our customers! You are a constant source of inspiration to us in our drive to keep improving. I am especially pleased to note the high regard in which our customers hold their contact persons and the appreciation they have expressed for our app and online banking services. It is clear that customers want both personal meetings and smart digital solutions. It is validation for Handelsbanken’s strategy – to strengthen the branches’ decision-making power and to continue the development of our digital meeting places,” says Handelsbanken’s Group Chief Executive, Carina Åkerström.

SKI confirms this view through its societal analysis, whereby it highlights that the customer experience is a central aspect in creating trust, and that banks have to be both digital and personal.
 

For further information, please contact:
Handelsbanken’s press office: +4687018018 or press@handelsbanken.se
 

For more information about Handelsbanken, see: www.handelsbanken.com

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