Local relationship bank, Handelsbanken, has retained its top-ranking position in four of the five categories identified by the Competition and Markets Authority’s (CMA) independent service quality survey for business banking, for the fourth time today.
Built on sustainable values and a purpose beyond profitability, Handelsbanken places a predominant focus on customer satisfaction, providing high levels of bespoke customer service through the long-term personal relationships the Bank forms with its customers.
Handelsbanken’s unique approach has led to Handelsbanken once again being named best for overall service quality (82%); relationship / account management (86%); SME overdraft and loan services (80%); and services in branches and business centres (76%) by the survey.
Mikael Sorensen, UK CEO, says: “We are delighted to have retained our top position in the CMA’s fourth independent service quality service for business banking and, as ever, would like to thank our business customers for such positive feedback.
“For us at Handelsbanken, customer satisfaction sits at the front and centre of everything we do so there really is no greater compliment than to see this recognised.
“Handelsbanken is a bank built on sustainable values, including always taking a long-term view, being cost-conscious and having a fundamental trust and belief in human nature.
“We value the high level of trust our customers have in us and we look forward to continuing to provide our distinctive banking services, through the lasting relationships we form with our customers, both now and in the future.”
With over 200 Handelsbanken branches across the UK, the Bank’s customers enjoy direct access to experienced teams who are empowered to make decisions locally. Handelsbanken does not have any product or sales targets, helping to ensure customers’ best interests remain central to decision-making processes.
Its approach has led to Handelsbanken receiving the highest rating for customer satisfaction for the eleventh year running in an independent survey of British banks’ personal and business customers.
The CMA’s ongoing independent service quality survey, most recently conducted from January 2019 to December 2019, is intended to help customers compare the quality of service offered by Britain’s 14 largest business current account providers. The survey looks at customers’ willingness to recommend a financial provider to other businesses based on factors such as their overall service quality and their online, mobile, lending and branch services.
All banks participating in the CMA’s independent service quality survey will be required to display the latest results in their branches and on their websites from today onwards. The survey will be ongoing and the results will be updated every six months, in August and February.
The survey will interview approximately 1,200 customers per provider across Great Britain each year. Results will only be published where at least 100 customers have provided a score for a service in the survey period.