Bank “Citadele” has been recognized as the bank with the best customer support service in Latvia, according to the annual customer service evaluation study of the company “Dive”.
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In Latvia, with the highest result (98.8% (calls) and 98.9% (visits)), “Citadele” bank has retained its leading position, second place is “SEB banka” (86.3% (calls) and 80.8% (visits)) and in third place – “Luminor Bank” (75.4% (calls) and 79.5% (visits)).
On the other hand, in Estonia, the best customer support in the banking sector is consistently provided by “LHV” (97.8% (calls) and 99.7% (visits)), while in Lithuania even three banks – SEB (100% (calls) and 99.1 % (visits), “Šiaulių bankas” (99% (calls) and 100% (visits)) and “Citadele” (99.1% (calls) and 99.8% (visits)).
In general, the “Dive” study revealed that among the three Baltic countries, Lithuania can be proud of the work of the best bank customer support services and customer service centers (94.7%). This year’s results show a noticeable improvement in Estonia (87.5%). The lowest result of the sector is still observed in Latvia (82.4%).
The study was conducted at the end of 2022 and the beginning of 2023 for the customer service evaluation and improvement company “Dive”. During the research, 160 “mystery customer” calls to customer support services and 160 “mystery customer” visits to customer service centers were made. During them, the professional knowledge, communication skills, ability to offer the client the most suitable solution and other parameters were assessed according to a uniform methodology and according to identical criteria.
“Dive” “Top3” is a tool for comparing the quality of customer service, which is also used in other industries, conducting research both in the Baltics and in Poland.
“Dive Group” is a customer service improvement company in Central and Eastern Europe with many years of experience. “Dive Group” helps clients improve customer service, thereby helping companies achieve higher financial and quality indicators. By applying the mystery shopper method, the quality of customer service of “Dive Group” is evaluated mainly in the banking, telecommunications, pharmaceutical, road transport and trade sectors, as well as in the public sector. Research is always done using the mystery shopper method. Secret raters use a standardized questionnaire in which, in addition to the response rating, extended comments are provided to justify the response.
