Handelsbanken has been rated top for customer satisfaction and loyalty for the tenth year running, in an independent survey of British banks’ personal and business customers.
Founded in 1871, the Bank, with branches across the region has once again significantly outstripped its British banking competitors for both customer satisfaction and loyalty. This top rank is also a position Handelsbanken has enjoyed in its home country of Sweden since surveys began in 1989.
The survey – by European research institution EPSI Rating – confirms that Handelsbanken maintained its top rankings. The results build on the Bank’s standing in the Competition and Markets Authority’s independent service quality survey for business banking, published for the first time in August, and in which Handelsbanken received top recommendations for its services to its SME customers**.
Di Pitts, manager of Handelsbanken’s Cirencester branch said: “We are absolutely delighted with the EPSI survey results which clearly demonstrates that we are providing excellent service to our customers. We know that having a presence in the local community is important to our customers. They value a personal relationship based on trust and responsibility, being able to talk to a decision-maker who knows their circumstances, which is a vital part of our traditional banking model. To compliment this local service we also have all of the digital services that customers expect from a modern bank, so they can chose how they wish to access us at any time.”
Handelsbanken also published its latest (Q3) financial results, revealing that net lending to UK households rose by 7% (to £6.5bn) in the year to date, compared to the same period last year. The Bank also extended net lending to UK businesses by a further 13%, to £13.6bn in total***.
As well as the Cirencester branch, Handelsbanken serves individual and corporate customers in over 200 other communities throughout the UK, including Cheltenham, Gloucester, Abingdon and Worcester. The Bank puts customer satisfaction first, and believes local branches are best-placed to make all decisions relating to their customers. Branch staff have full power to advise customers and agree individual product terms and pricing, free from targets or bonus incentives.
The positive results come as Handelsbanken progresses with plans to create a UK authorised subsidiary – a natural next step in its development that will help to build the foundations for the Bank’s future UK growth.
The Swedish-headquartered bank operates over 800 branches in more than 20 countries worldwide.
A team of six bankers serves customers in Cirencester, drawing on a combined 100 years of banking experience.