Citadele Bank

Proud to be recognized as the bank with outstanding customer service in the Baltics

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Rūta Ežerskiene, Chief Baltic Retail Commercial Officer, Member of the management board at Citadele. 

In the annual "Dive" customer service study, Citadele is consistently recognized as a bank with one of the best customer service in the Baltics.

“At Citadele, outstanding customer service is not just a goal, it‘s a cornerstone of our values. We go above and beyond to exceed expectations, provide personalized assistance, and build long-lasting relationships, which is so important in digital age. By putting our customers first, we strive to deliver the best experience possible and we are pleased that it is recognised by Dive and our customers. Many thanks to the Citadele customer service teams for the excellent performance,” comments Rūta Ežerskiene, Chief Baltic Retail Commercial Officer, Member of the management board at Citadele. 

Citadele team recognizes the paramount significance of exceptional customer service in today's dynamic business landscape and constantly invests in continuously improving customer experience, trainings and development for our customer service team, ensuring that every interaction reflects to excellence in customer experience.

As part of the research, both "secret customer" calls to remote customer service centers and visits to bank’s branches were made. Citadele received the highest evaluation both for consulting customers through remote channels (100 %) and in bank branches  in Latvia (98.8 %),  it confidently is recognized again the bank with the best customer service in Latvia, in Estonia – second place servicing customers in remote service centers (95 %) and branches (98.8%), while in Lithuania – first place in remote customer service (100 %) and second place in servicing customers in branches (99,6 %). In all three Baltic countries Citadele maintains the position of one of the best customer-serving banks for several years in a row,  demonstrating higher results compared to the overall market average.

The study was conducted at the end of 2023 and the beginning of 2024 by Dive, one of the leading customer service evaluation and improvement companies in Central and Eastern Europe. Dive Group's goal is to improve the quality of customer service and help companies achieve higher quality standards. Using the "secret shopper" method, the company assesses the quality of customer service in banking, telecommunications, pharmaceutical, automotive and commercial companies, as well as in the public sector. 
Evaluators use a standardized questionnaire that, in addition to scoring the response, also provides extended comments to supplement the responses.

Within the framework of the study, 160 “secret customer” calls to customer support services and 160 “secret customer” visits to customer service centers were made. During the research, professional knowledge, communication skills, ability to offer the most suitable solution to the customer and other parameters of the bank customer support service and service departments were evaluated according to a unified methodology and identical criteria.

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