Staff from local Swindon bank, Handelsbanken, are celebrating after the bank topped a national opinion poll for customer satisfaction.
The survey by EPSI Rating is the first of its kind for the UK banking sector and is based on a pan European model already used to benchmark banks in 11 other countries, over 20 years.
Professor Jan Eklof coordinator of the survey commented: “This survey shows that customer satisfaction with Handelsbanken is significantly higher than the industry average and that the banks 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’s decentralised approach allows them to adapt quickly to the requirements and wishes of its customers, with decision making being made locally by its branch managers. This may appear to be a simple proposition, but it is one that is proving successful for the Swedish bank in the UK.
Handelsbanken, which employs seven staff locally, was ranked top by both it’s 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
Magnus Uggla, head of regional bank southern Britain, said: “The results are a strong vote of confidence from our customers. Excellent personal customer service is our key competitive factor. Therefore it is very encouraging that we score so much better than the competition.”
The Swindon branch was the 26 UK branch to open in 2007 and is now one of 62 across England, Wales and Scotland.
Trevor Harrison, branch manager of Handelsbanken Swindon, said having satisfied customers is something Handelsbanken has always focused on and the survey demonstrates the success of Handelsbanken’s “old fashioned” approach to banking.
“We believe in growing our business in a safe and considered way with the emphasis on a very personal relationship with individuals and businesses,” he said.
“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.”
Handelsbanken first came to the UK more than 25 years ago to cater for Nordic businesses and their British subsidiaries, but quickly realised the potential to provide universal banking services locally; the branch network that has followed is one of the most successful branch banking operations set up outside of the high street banks.
