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According to the results of annual customer satisfaction survey held by the Bank in 2011 Customer Satisfaction Index (CSI) showed positive dynamics.
The Nordea Group has been conducting CSI survey over a period of 10 years. It is aimed at measuring the level of customer satisfaction with the services provided by the Bank and loyalty towards the Bank. In the course of survey Nordea customers are offered to evaluate the staff performance, products and services, operation of offices and the Bank’s image. It is the second time that Russia takes part in the survey (the first one held in 2010). During the latest survey conducted in Russia (autumn 2011) the Bank’s customers in Moscow and in the regions of presence were interviewed on a selective basis.
The 2011 customer satisfaction survey results demonstrate higher loyalty and satisfaction on part of Nordea’s customers as compared to 2010. There is a marked growth in all core service evaluations and enhanced positive image of Nordea Bank Russia both in retail and corporate segments.
Nordea Bank Russia pays great attention to the service quality. The Bank has a Quality Control Service to assist customers in resolving issues. Customers can address all their queries to the around-the-clock Call Centre (Unified Help Desk). The Bank’s pages on the social networking websites – Facebook and Vkontakte, also offer our customers an opportunity to ask questions to the Bank’s specialists.