All of the recent annual and largest Dive TeenindusTop service surveys conducted in Estonia contain high scores for BIGBANK's customer service. In 2009 and 2010 BIGBANK's customer service was deemed best among several large international banking groups.

Dive TeenindusTop is a survey that is regularly conducted by the internationally acclaimed Dive survey company based on the mystery shopping method, with assessment of the levels of service in different spheres, from retail trade to public service. Every spring Dive also assesses banks. This survey covers the six largest banks in Estonia, including the Estonian branch offices of Nordea, Danske, SEB and Swedbank.

In the course of this mystery shopping survey, Dive employees, under the guise of customers, assess the behaviour, communication and sales skills of bank customer service employees, their attitudes and appearance, as well as the features of the service location. The assessed channels are direct contact and communication via telephone and e-mail.

The survey company stresses these aspects of BIGBANK's customer service: good functioning of electronic banking channels and exemplary direct customer contact at branches.

Dive is one of the largest survey companies in the Baltic States specialising in mystery shopping, and is a member of the International Mystery Shopping Alliance. The company has offices in the Baltic States and cooperation partners throughout Europe. Dive has coordinated major projects in the Baltic States in particular and in Europe in general.