February 4, 2022
DIVE media announcement
Bank with the Best Customer Service Team in Latvia: Citadele!
In Dive’s annual customer service survey, Citadele was once again named the bank with the best customer service team in Latvia.
The survey was conducted at the end of 2021 by Dive, one of the leading customer service rating and improvement companies in Central and Eastern Europe. 160 “secret shopper” calls were made to the customer service team as part of the survey. During these calls, a unified methodology and identical criteria were used to rate the professional knowledge, communication skills, ability to offer customers the best solution and other parameters of banks’ customer service teams.
In Latvia, Citadele remains unchallenged in the top spot with 93.7%, while SEB were second (85.3%) and Luminor took an honourable third place (69.0%).
Meanwhile, the best customer support in the Estonian banking sector remains LHV (99.5%), and three banks in Lithuania showed excellent results: SEB and Šiaulių (100.0%) and Citadele (99.8%).
In total, the Dive survey revealed that, from the three Baltic countries, Estonia can pride themselves on the best customer service in the banking sector (83.1%). Results this year show a slight improvement, with Lithuania moving from 82.6% in 2020 to 86.2% this year. Latvia still has the lowest results in the sector, moving from 74.1% in 2020 to 76.7%.
Rūta Ežerskienė, Chief Commercial Officer in Retail, Member of the Management Board at Citadele: “Today, due to changing customer behaviour, technologies and the digital era, Call Centres have become and will remain the main channel for consultations with private clients and legal entities. We are proud and thankful for this external recognition — only Citadele has been scored above 90% in all three countries, being named as the bank with the best customer service for the seventh time now in Latvia, and being in the top three in Lithuania and Estonia. The basis of our strategy is not just our digital ambition of becoming a “digital-only” bank, but also our goal of offering the best personalized customer service. All year, we have been actively improving 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 to our customers and the great team supporting them!”
The Dive Top 3 is a customer service comparison tool also used in other industries, which operates in the Baltics as well as Poland.
Dive Group is one of the leading customer service improvement companies in Central and Eastern Europe, with many years of experience. Dive Group helps its clients to improve their customer service, thus helping businesses improve their financial and quality indicators. Using the secret shopper method, Dive Group largely focuses on customer service in the banking, telecommunications, pharmaceutical, transport and retail industries, as well as in the state sector. The surveys are always conducted using the secret shopper method. The evaluators use a standardised survey form as well as expanded comments to justify their ratings.