The results of the survey carried out in April by DIVE in the six largest banks of Estonia shows that best service is offered by BIGBANK.
In the course of the DIVE ServiceTop survey, the behaviour, communication and sales skills of client service employees, the appearance of the service location and the correctness and representability of the service employee were evaluated on the mystery shopping method. The evaluated channels were direct contact and telephone and e-mail communication.
All in all the highest result was achieved by BIGBANK (93.6%), followed by Sampo Bank (90.8%) and Nordea Bank (87.6%). BIGBANK, who was also named the best on the previous year, received the highest evaluation in client communication via telephone and e-mail. In case of direct contact, the best service was offered by SEB, whose general evaluation did not reach the top three.
DIVE said that the general level of the client service of banks got a somewhat lower evaluation this year than on the previous year, but is still of the highest service quality in comparison to service fields.
ServiceTop is an regular survey based on the mystery shopping method carried out by DIVE Estonia, in the course of which the service levels of different companies in different fields are evaluated. In the course of the survey of banks carried out in April, this year, DIVE test clients visited the branch offices of BIGBANK, Krediidipank, Nordea Bank, Sampo Bank, SEB and Swedbank. In addition 2 information inquiries were made to every bank via telephone and e-mail.

Additional information:
Kerli Soosaar
Manager
DIVE Eesti
Tel.: +372 6116 018
Mobile: +372 5656 7074
kerli@dive.ee