At the Danske Bank Group we are constantly working to increase accessibility for customers. Since 2008, we have implemented a set of initiatives to make it easier to be customers of the Bank through improved and simple self-service.
When we launch new digital services, we are aware that some customers are not accustomed to conducting their banking business on the Internet. A survey from 2010 showed that many customers use only 42% of the online banking services they order. To make sure that customers get the benefits of these services, our advisers call customers and give them help with navigation and other issues. In several country units we also continue to offer courses on using the eBanking facilities for older customers.
Pay by mobile camera
When we launched the smartphone application for (iPhone and Android) in late 2010, we increased accessibility for the large group of customers who are accustomed to using online banking. The smartphone application was launched in Denmark, Sweden, Norway, Finland, Ireland and Northern Ireland
More than 360,000 customers have downloaded the application and are now able to pay their bills by taking a picture of them with their mobile phone cameras. This service was developed after a survey of our customers. In Denmark, we conduct regular surveys from our Idea Bank page on Facebook to find out what our customers want us to develop. In late 2011, we launched a "tablet bank". It gives customers in Denmark, Sweden, Norway and Finland access to a range of banking functions on iPad.
The Danske Bank Group wishes to hold into open and honest dialogue with our customers. One channel for this dialogue is pages on Facebook, where both customers and non-customers can give their reactions to the Danske Bank Group's activities. Our Danish Customer Forum, with some 10,000 people, also provides us with valuable insights that we use to develop our business operations.
Read more about the Customer ForumTalking ATMs
The Group´s focus on accessibility includes the physically challenged. For example, the Group has installed so-called “synthetic speech” facilities in many ATMs in Denmark, Sweden, Northern Ireland and Ireland for people with weak eyesight. Blind persons and others with weak eyesight can connect a set of headphones to the ATM and activate synthetic speech and a numerical keyboard. The customers are guided through their banking business by the synthetic speech without having to worry that others are listening or looking over their shoulder.
In Denmark, the Group offers monthly account statements in Braille and home deliveries of cash once a month to customers with Danske Extra or Danske Plus Private accounts.
Last updated on 9 February 2012