Customer satisfaction

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.

Valuable insights
The customer satisfaction surveys provide valuable insight into our customers’ opinions of products, services and prices as well as their expectations and experience of our advisers. The customer satisfaction surveys cover the entire Group and include a representative selection of the population in our various national markets. These measures are complemented by a number of local surveys that provide more comprehensive information at business unit level.

In 2012, we established a new Customer Satisfaction Board with members from Personal Banking, Business Banking and our communications and marketing departments. The purpose of the board is to pool our expertise and ensure that we deploy all our knowledge when working to improve the customer experience. The board meets four times a year and reports directly to the CEO.

Method
For all the Group’s markets, the survey of corporate customer satisfaction is conducted in co-operation with Aalund Business Research, and the survey of retail customer satisfaction is conducted in co-operation with Ennova. The level of satisfaction among Danske Bank Group’s retail and corporate customers is measured by means of a number of parameters such as satisfaction, loyalty, image and the customers’ experience of the various contact points (advisory meeting, branch, telephone and eBanking). The External Business Benchmark (EBB) and The External Personal Benchmark (EPB) have been carried out since  2008 with a range of adaptions.

* There are no figures for Danske Bank Ireland in 2012 for Business customer, because the survey was suspended.

Customer satisfaction 2012

In the business customer segment, we saw several improvements in 2012. The EPSI survey of the Danish financial sector rated Danske Bank business customers as the most satisfied in the country. Our score went up five points, the largest increase in the survey, and we are very pleased with this trend. We were rated above the industry average in Denmark, Norway and Sweden on products, service quality and value for money.

Following two years of stability in satisfaction among personal customers, 2012 showed an overall decline for this segment because of a negative perception of large banks in general, which caused our rating in the Danish EPSI survey to drop.

Handling of complaints

The opinions and experience of our customers matter greatly to us. Any dissatisfied customer is one too many, so we strive to learn from the complaints and prevent the same complaints
from recurring.

A substantial part of the complaints received are handled directly over the phone by Danske Direct. If a complaint cannot be dealt with at once, or if it requires further follow-up, it is passed on to a central department. Since 2009, this department has handled all complaints and documented them in order to identify areas that can be improved. In 2012, we implemented a new set of guidelines and policies for handling complaints. They are based on the principle of proximity, ensuring that the complaint is handled as closely to the customer
as possible and that the customer is involved in the solution. It is our aim that the customer will experience a fast and accurate reply to their complaint and we respond to all enquiries within 24 hours.