One of Handelsbanken’s key policies is customer satisfaction and the investments that have gone into reducing time for routine operations at the branch have both improved customer satisfaction and helped cut costs.
More and more banking operations have expanded from the branch to the internet, giving the choice to both retail and corporate customers to handle transactions online.
“Handelsbanken is proud to accept this award,” says chief executive Pär Boman. “Handelsbanken is the most international bank in the Nordic region with branches in 20 countries worldwide. We aim to have higher RoE than the average for our competitors and we have attained this goal for 35 years running. We have achieved this by allowing our branches, which are closest to our customers, to make all the important business decisions. This approach leads not only to good business and skilled, satisfied employees, but also to satisfied customers.
Ever since [the launch of independent customer] surveys, Handelsbanken has had the most satisfied customers in the Nordic countries. We will therefore continue to be Handelsbanken in the future, but just a little more and in even more locations worldwide.”
