Latvian banking sector has the lowest customer service quality in Baltic States, according to results of an annual customer service quality study by Dive.
The company notes that among the three Baltic States, the best customer support service is found in Lithuania, which has a score of 94.02%. Estonia is next – this country’s banking sector received a score of 90.6%. Customer service quality score is the lowest in Latvia – 83.36%.
Dive representatives say that Latvian banking sector’s customer service workers achieve good results when servicing clients face to face and when responding to calls. Nevertheless, there is room for improvement when it comes to responding to calls. Compared to last year, there was growth by 0.82 percentage points in additional sales results. When it comes to assessment of clients’ needs, however, there was a drop of 2.5%.
At the same time, the bank with the best customer service in Latvia last year and the year prior was Citadele Bank, whose “secret customer” processing service received a 100% score. The bank’s “secret customer” visits to customer service centres was scored 98.78%. Luminor Bank is in 2nd place with a customer service score of 88.3% and 93.39% respectively. SEB Bank is in 3rd place with a score of 77.8% and 84.25% respectively.
In Estonia the bank with the best customer service is LHV Bank, whose “secret customer” call service received a 100% and “secret customer” service in customer centres received a score of 99.53%. In Lithuania the bank with the best customer service score is held by SEB Bank (a score of 100% in both categories), followed by Šiaulių bank (100% in both categories), and Citadele Bank branch (100% and 99.62% in the two categories).
The study was performed at the end of 2023 and the start of 2024. As part of this study, Dive performed 160 “secret customer calls” to customer service centres and 160 “secret customer” visits to customer service centre.
Using the secret customer method, Dive Group studies banks, telecommunications, pharmacy, road transport and trade sectors. Studies are always performed using a secret customer method.
Also read: Away from Latvia and off to Brussels. Why are three active Latvian ministers running as candidates in EP elections?
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Study: Latvian banking sector has the lowest customer service quality in Baltic States
