Handelsbanken tops EPSI Rating for customer satisfaction
Apr 14 2009 by Henryk Zientek, Huddersfield Daily Examiner
A BANK with a branch in Huddersfield has topped a popularity poll.
Swedish bank Handelsbanken, which has offices at Pennine Business Park, Bradley, was ranked first for customer satisfaction in the EPSI Rating. The survey is the first of its kind in the UK and is based on surveys already used to benchmark banks in 11 other European countries.
Survey co-ordinator Prof Jan Eklof said: “This survey shows that customer satisfaction with Handelsbanken is significantly higher than the industry average and that the bank’s customers are also very loyal.
“This separates Handelsbanken from other specially analysed banks in the study and depicts results which are consistent with surveys undertaken in other countries.”
Handelsbanken, which employs four staff at Bradley, was ranked top by both its business and personal customers in terms of satisfaction and for customer loyalty.
The survey follows a strong set of results from the bank last month when it reported record profits on the back of strong demand for its services.
Anders Bouvin, head of regional bank northern Britain, said: “This is the first time an independent customer satisfaction survey of this kind has been undertaken in the UK and it is of course very important for a relationship bank like ours to come out on top.
“We have been running the bank according to the same principles for the last 40 years and it appears that our decentralised and customer-orientated model is more appreciated now than ever.
“The fact that we don't have sales targets or bonus schemes allows us to focus on what really makes a service organisation like ourselves successful in the long run, customer satisfaction.”
The Huddersfield branch was the 54th UK branch to open in November, 2008, and is now one of 62 across England, Wales and Scotland.
Tony Jones, branch manager at Huddersfield, said the survey demonstrates the success of Handelsbanken’s “old fashioned” approach to banking. The fact that we’re a large Swedish bank with stable finances and a good credit rating by international rating agencies also gives comfort to our customers.”