The Danske Bank Group wants to ensure a high level of customer satisfaction by being the best local financial partner. For us, financial partnership is based on reciprocity and the following princples:
- Respect
- A solid knowledge of the customer’s financial situation, needs and desires
- A balance between what we give and what we receive
- Openness
- Honesty
- Responsiveness
Every year, we conduct extensive customer satisfaction surveys among retail and corporate customers. These surveys provide valuable insight into our customers’ opinions of products, services and prices as well as their expectations for and experience of our advisers.
Moment of Truth
To support and strengthen our daily interactions with customers, in 2007 the Group introduced a new and improved method of learning more about customer experience and expectations called "Moment of Truth". In introducing a new customer satisfaction analysis, we are striving to be proactive in ensuring that customers receive high-quality advisory services whenever they interact with the Bank.
In these new analyses we interview customers about their experience and satisfaction with a recent advisory meeting. The survey results are used by the individual business units to implement specific initiatives that follow up on the conclusions of the survey. In 2007 the Moment of Truth analysis covered more than 150,000 customers, and we expect to exceed 400,000 customer contacts across the Group in 2008.
Customer satisfaction survey
In addition to the Moment of Truth survey, the Group makes use of a group-wide customer satisfaction survey. The findings from these analyses are used for strategic purposes by the individual business units. This survey, which is carried out by external research institutes, involves interviewing a representative sample of the population in all of our national markets.
CSR in customer surveys
In 2007 CSR was included in the customer satisfaction surveys at Danske Bank Denmark and Norway to enable the Group to better understand how customers perceive our business from a CSR perspective and what they expect from us. In 2008 the same CSR aspects will be included in the customer satisfaction surveys at National Irish Bank, Northern Bank, Danske Bank Sweden, and Sampo Bank.
Last updated/revised on January 31, 2008