12.01.2026
‘It is great to see the level of service in Estonian banks continuing to rise. All customers benefit from this,’ comments LHV Head of Client Services Kristel Paet on the latest service survey, the results of which confirm that LHV’s phone service is once again among the best in Estonia.
A banking sector service quality survey conducted at the end of 2025 by the research company Dive showed that LHV Pank achieved the best result specifically in the phone service category. This marks the tenth consecutive time that LHV has ranked first in this survey – a significant milestone. Equally noteworthy is the fact that 18 out of 20 contacts were rated with a perfect score of 100%.
Service quality was assessed using the mystery shopping method. As part of the survey, each bank was contacted both by phone and through visits to bank offices. This approach makes it possible to evaluate the customer experience in real-life situations, examining service speed, clarity, and customer focus.
In phone service results, LHV ranked first among Estonian banks with an exceptionally high overall score of 100%. This clearly exceeded both the average result of Estonian banks (96.55%) and the overall Baltic level (94.32%), confirming that LHV’s phone service stands out even in a broader regional comparison.
‘For us, an excellent result is important, and such recognition is a great honour,’ Paet says. ‘Our goal is always to offer customers more than they expect and to maintain a high level of service across phone, office, and digital channels’.
In addition to phone service, the survey also evaluated the experience of visiting bank offices. LHV’s overall score for in-person service was 98.01%, which is 0.63% higher than the Estonian average. In this category as well, LHV ranked among the best in Estonia (4th place), demonstrating consistent service quality across different channels.
The survey was organised by Dive, the leading customer service research company in the Baltic countries, which conducts industry surveys on a regular basis. The banking service quality survey took place in the fourth quarter of 2025 and aims to provide an objective and comparable overview of customer service levels in the banking sector.
All news