The number of customers has been calculated on the basis of registrations in General Management Information (GMI ) and the Shared Services Centre at the end of the year. The number of bank customers comprises customers of Danske Bank, Danske Bank Sweden, Fokus Bank, Sampo Bankki, Sampo Pank, Sampo Banka, Sampo Bankas, Northern Bank and National Irish Bank.
Customer satisfaction
Customer satisfaction surveys among our retail and corporate customers are carried out annually.
At Danske Bank, customer satisfaction is measured separately for retail and corporate customers. The following are examples of parameters included in the surveys: satisfaction, loyalty and service experienced. The survey is conducted in co-operation with Aalund Business Research and Ennova.
At Fokus Bank, the parameters used in the measurement of retail customer satisfaction are as follows: accessibility, deposit rates, fees, lending rates, Internet banking solution, staff service, general advice, value-creating advice and proactivity. The survey is conducted in co-operation with Research International.
At Danske Bank Sweden, customer satisfaction is broken down into retail customer satisfaction and corporate customer satisfaction. The surveys are based on questions regarding, for example, the customers' impressions, the customers’ expectations versus fulfilment of expectations, and the customers’ judgement versus an ideal bank experience. The survey is conducted in co-operation with Svenskt Kvalitetsindex.
No customer satisfaction surveys were conducted in Ireland, Northern Ireland, Finland and the Baltics in 2007. In 2008, the Group will introduce a joint scheme for these customer satisfaction analyses. The group-wide survey will be carried out by an external research institute and will consist of interviews with a representative sample of the population in all of our national markets.
Beginning in 2008, the survey questions and the scales will be harmonised across business units.
The information regarding contact points has been stated on the basis of registrations in GMI and the Shared Services Centre.
The number of electronic mailboxes is taken from the Group’s performance management system and covers activities in Denmark, Ireland, Northern Ireland and Norway. The electronic mailbox will be rolled out in Sweden and Finland in 2008.
Last updated/revised on January 31, 2008