The Danske Bank Group wants to establish long-term and mutually value-creating relationships with its customers. In every context, customers must be treated professionally and in accordance with their individual needs.
Easy access for customers
Identify and dismantle physical and language barriers for
customers.
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Identified and evaluated existing practices across Group divisions, including access to online banking facilities, access to branches for disabled customers, access to the Bank from old-age homes and language services for immigrants in selected branches. |
Identify and dismantle physical and language barriers for
customers.
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Continue the efforts to increase accessibility in all sales channels.
Introduce eBanking facilities for mobile phones in Norway and Finland. |
Transparency
| Provide customers with the best possible basis for decisions by means of clear information. |
The Danish fee guide was elaborated to include new functionalities to enhance price and fee transparency. |
Ensure greater transparency for customers. |
Identify current practices and needs for product and fee guides in Norway, Sweden, Ireland and Northern Ireland.
Change Web site layout to provide more logical guidance and easier access to information about the Group in general, product offers and services. |
Customer dialogue
| Maintain focus on competent advisory services prioritising customers' interests. |
Started effort to ensure that customer satisfaction is measured for each point of contact with the Group, including personal advisory meetings, telephone services and online banking facilities. |
Implement new and improved method for surveying customer satisfaction. |
Ensure that customer satisfaction is surveyed for each contact point in all branded units. |
| Give customers the opportunity to complain and have their complaints processed quickly. |
Initiated a process to assess the customer complaint management procedures at the various business units. |
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Better utilise the Group’s competencies with specific customer segments. |
Implement and develop the Financial Literacy Strategy. |
Last updated/revised on January 31, 2008