A survey conducted by the market research company Dive Eesti OÜ in the six largest banks of Estonia in March 2009 revealed that the best service is offered by BIGBANK.
The TeenindusTop (ServiceTop) survey by the company evaluated the appearance of the service place and the service staff, how they make contact, communicate and behave with a customer as well as their professionalism, sales skills and face-to-face service. Service by phone and e-mail was tested separately.
In total, the best result was achieved by BIGBANK (95%), followed by Krediidipank (91%) and Nordea Pank (90%). BIGBANK was the best and achieved a result near maximum in direct communication with customers both in the bank offices and by e-mail. The research company stated that the customer service level of banks as a whole is higher than that of other service fields.
TeenindusTop is a survey based on the method of regular test shopping or mystery shopping by Dive Eesti OÜ, evaluating the level of service of companies with different fields of activities. During the bank survey
conducted in March, mystery customers of the research company visited branch offices of BIGBANK, Krediidipank, Nordea Pank, Sampo Pank, SEB and Swedbank in Tallinn, Tartu and Pärnu. In addition to that, three information inquiries were made in each of the banks by phone and by e-mail.
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