Íslandsbanki comes top in customer satisfaction survey

28.02.2012

Íslandsbanki has the most satisfied customers of any Icelandic financial Institutions according to Íslenska Ánægjuvogin. Íslenska Ánægjuvogin is a part of a collaboration of several European nations that measures customer satisfaction of leading companies in several industries. It published its results on 24 February. Gallup, the Federation of Industries and Stjórnvísi supervise the survey in Iceland and is the thirteenth time the survey has been conducted. In the survey, customers evaluate companies based on several factors related to satisfaction, such as image, service quality and the impact of satisfaction on their loyalty to the company. There were 26 firms in 9 industries measured and the results are based on responses to a minimum of 200 customers of each company.

Íslandsbanki puts its service at the forefront

During the last three years, Íslandsbanki has focused on packaging is better] solutions for financially distressed customers and has greatly expanded its services. In the last year, the bank put a lot of work into market research in order to map out the services that customers consider to be important. Customers and employees were actively involved in shaping Íslandsbanki service strategy. For example, 150 customers took part in the bank´s strategy meeting in January last year where the main objective was to listen to their views and reflect on them.

Positive employee morale passed through to customers

One of the key ambitions for the integration of Íslandsbanki and Byr was to improve the services of the merged bank further. Surveys conducted in recent years have shown that Byr employees have been outstanding with customer service. Íslandsbanki´s staff have also received high marks for their approach to customers. Studies have shown that morale and job satisfaction play a key role when it comes to providing a high level of personal service. A recent workplace survey revealed that 90% of Íslandsbanki are happy in their work and recommend Islandsbanki as a good workplace.

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