Best service – at Danske Banka
The service provided by Danske Banka has been recognised as the best among Latvian banks in several independent studies.
Danske Banka’s slogan "More interest in you" is not just words, it is the essence of everyday work at the bank. The service provided by Danske Banka has been acknowledged as best in studies carried out by the service audit company Dorus in cooperation with the newspaper "Dienas bizness" both in summer last year and February this year. This is confirmed also by the result of the campaign "Praise excellent service!", where Danske Banka was most praised in the banking sector.
Service audit company Dorus carried out the abovementioned studies applying the method of control purchase where a customer was inquiring about possibilities to invest his/ her funds for a certain time period. Employees’ responsiveness and kindness, knowledge of services and offer of various solutions and their explanation to the customer were evaluated. While in the study carried out in June/ July last year the service provided by Danske Bank received 3.6 out of 5 available points, during these months we have continued improvements and now the bank has succeeded in not only achieving the highest result, but also improving it, reaching the high score of 4 points.
According to the Head of Danske Banka Raivis Kakānis: "Provision of the customer service at the highest level is one of our priorities. The scope of offered services in general is very much similar among banks, therefore the employees’ competence and attitude are the features, which provide competitive advantage for us on the banking services market. I am very glad that our customers appreciate the service they receive at Danske Banka also during the economic recession. The principle of Danske Banka is to provide added value for customers by recommending exactly what suits their needs best. I am sure that this is the reason behind the high assessment."
Within the campaign "Praise excellent service!" the evaluation consisted of two parts, of which one was the praising by customers and the other was the customer service quality survey performed by "TNS Latvia", where Danske Bank received 95 out of possible 100 points. Within the survey the environment at branches, employees’ kindness, competence, learning of the customer’s needs and the process of service in general were evaluated. Customers, in their turn, had expressed many and different praising evaluations about the bank. Many of them appreciate employees’ competence, kindness, individual attitude, interest in a customer’s issue, finding fast solutions. Somebody else likes coffee and tea, which is always available for customers at branch offices, some other customers have pointed out non-existence of any queues and fast service.
About Danske Banka
Danske Banka is the Danske Bank Group’s unit in Latvia. Danske Bank Group is the largest bank in Denmark and one of the Northern Europe’s leading financial institutions. The Group is widely represented in 15 countries; it serves more than 5 million retail customers and a significant number of institutional organizations. Approximately 21 500 bank’s employees are taking care about the daily needs and comfort of its customers.
The aim of the Danske Banka is to become the best local partner of its customers in financial issues. High quality service and individual approach towards each customer needs characterizes the Bank’s activities.
Danske Bank Group’s current ratings:
Long-term: A1 (Moody’s); A (S&P); A+ (Fitch);
Short-term: P-1(Moody’s); A-1 (S&P); F1 (Fitch).