12. February 2018
At the end of last year and the beginning of this year, the customer service improvement company Dive conducted an annual sector survey of banking, focusing on the services offered by banks in the Baltic states. For the second year in a row, our overall score for customer service was really high – 91%. It is a great result; however, it does not mean that no more efforts are needed. On the contrary, for the second consecutive year we are focusing on service in February and aim to score even more highly next time.
It appears from our annual brand survey that LHV is seen as local, modern, trustworthy and customer centred. It is a great honour for us to be perceived as such by Estonian people. We wish to show an even better side of ourselves by exemplary communication.
Providing outstanding services to our customers on a day-to-day basis is our priority. In order to make our services even better we are collecting feedback by e-mail from our customers in February. The survey is short and simple. We are sending the survey to randomly picked customers; however, it will give us valuable information about customers’ experience.
In addition to feedback from customers, we are also conducting more mystery shopping than usual in February. These test purchases assess the quality of service through the customers’ eyes. It gives a detailed overview of the service process and is important because great service sometimes means small and simple details, which a man on the street might not be able to describe but which a trained test purchaser is certain to notice.
We are also planning several training courses on good service for our staff. They aim to make our customer service even more customer orientated and personal.
If you wish to provide feedback on our service, please write to us at firstname.lastname@example.org.