Citadele Bank (Latvia)

Banking Sector Survey 2019: Citadele Offers Best Client Service for the Fifth Year

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In its annual banking client service survey, Dive has named Citadele as the bank with the best client service in Latvia for the fifth time.

In 2019, Citadele’s service rating in Latvia was 78.3% out of 100%, which is the highest rating among the banks included in the survey. Citadele Bank’s client service has been rated the best in Latvia five times now—this rating was previously awarded in 2014, 2016, 2017 and 2018.

“150 secret shopper visits were made to participating bank branches at the end of 2019. During this time, using a unified methodology and identical criteria, secret shoppers evaluated the branch environment and employee appearance, professional knowledge, communication skills and ability to offer clients a suitable solution, as well as other parameters,” explains Ilze Eglīte, Head of DIVE Latvija. “For several years in a row, banks in the Baltics have achieved the highest results in categories such as branch environment, employee appearance and employee communication skills. This year, the emphasis changed only slightly, with a greater emphasis on sales and offering solutions,” adds Eglīte.

Vladislavs Mironovs, Citadele Board Member: “Citadele Bank is purposefully achieving its ambition of becoming the Baltic Banking Champion. The basis of our strategy is not only our digital ambition of becoming a “bank in your pocket,” enjoyed by 130,000 bank app users daily, but also our goal to provide the best client service 24/7 in our remote Sky Branch as well as in 27 branches throughout Latvia. The Sky Branch has been at the centre of our service strategy since it was founded, and despite it being in operation for just over a year, it can already be called the best branch in the Baltics, serving an average of 40,000 client requests every month. We at Citadele Bank actively work to improve our client service all year round, and we are extremely pleased to see that our service has been recognised as the best for the fourth year in a row and fifth year overall. For any business, their greatest source of recognition is their clients, and we are pleased to receive it this year too. Thank you to all our clients!”

The Dive survey reveals that, from the three Baltic countries, Lithuanian banks can pride themselves on having the highest client service quality, with an average result of 86.7% from a maximum of 100%. The second highest client service quality in the Baltics is in Latvia, with a result of 73.5. The lowest client service quality was seen in Estonian banks, with 71.8%.

About Citadele Bank

Citadele’s mission is to modernise the banking sector and offer more opportunities to clients and businesses throughout the Baltics. Our aim is to become the Baltic banking champion.

Alongside classic banking services, Citadele offers its clients a range of services based on next-generation financial technology, including its modern app, contactless payments and instant payments, and finally, being the first in the Baltics to introduce opening an account with a selfie and payments to mobile numbers.

Citadele is the third largest bank in Latvia by number of clients. The Citadele group is managed from Latvia. Its subsidiaries and branches operate in Latvia, Lithuania and Estonia.

About Dive

Dive is one of the leading customer service evaluation and improvement businesses in Central and Eastern Europe.

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