Citadele Bank (Latvia)

Banking Industry Survey 2020: Citadele Has Latvia’s Best Customer Service For the Sixth Time

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In Dive’s annual customer service evaluation survey, Citadele has once again been named the bank with the best customer service in the Baltics, coming first in Latvia for the sixth time.

Citadele’s customer service rating in Latvia for 2020 was 93.9 % out of 100 %, which is the highest rating among the banks included in the survey. Citadele customer service has been recognised as the best in Latvia for the sixth time, previously receiving this accolade in 2014, 2016, 2017, 2018 and 2019. 

Anna Fišere-Kaļķe, Head of Retail in the Baltics at Citadele banka: “Citadele is thankful to its customers for their support and cooperation during this complicated time influenced by Covid-19. We are proud and thankful for this recognition, with Citadele Latvia being named as the bank with the best customer service for the sixth time now, Citadele Lithuania coming in an honourable second place, and Citadele Estonia coming in third, despite it currently being a developing market share. The basis of our strategy is not just our digital ambition of becoming a “bank in your pocket”, but also our aim of offering the best customer service 24/7 in our remote Sky Branch, as well as in our 21 branches throughout Latvia. All year, we have been actively updating our service, and we are truly pleased to see that our customers value this, because the best accolade for any business is customer recognition. Thank you, customers!””

The Dive survey reveals that, from the three Baltic countries, Estonian banks can pride themselves on the best customer service this year, with an average result of 83.1 % out of a maximum of 100 %. Lithuanian banks come in second in the Baltics, with a result of 82.6 %, and Citadele’s customer service rating is 95.7 % that is 13.1 % higher than the average compared with other banks. The lowest levels of customer service were seen in Latvian banks, with 74.1 %. Citadele is almost 20 % above an average.