The Danske Bank Group wants to ensure a high level of customer satisfaction by being the best local financial partner. 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. The customer satisfaction surveys cover the whole Group and include a representative selection of the population in the national markets.
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.
CR in customer surveys
In 2007 CR 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 CR perspective and what they expect from us. In 2008 the same CR 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 August 7, 2008