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Nordea Bank has won the nomination “For the high quality of customer service” of the National Banking Award 2011.
Founded in 2005 by the Association of Russian Banks and the National Banking Magazine, this Award in the main accolade of the banking community.
The Award Ceremony was traditionally attended by CEOs of Russian banks, representatives of the government, social organizations and mass media.
This year 7 banks were nominated «For the high quality of customer service»: Alfa, Raiffeisen, VTB 24, Nordea and others. The Award’s Expert Council evaluated all accomplishments of the nominees.
Nordea Bank carries out comprehensive work aimed at enhancing the quality of customer service. One of the Bank’s corporate values is «Great Customer Experience», meaning that we understand customer needs and try to exceed their expectations. Nordea Bank’s business is based on a relationship bank model.
During the Award Ceremony the Bank’s customer service improvement achievements were mentioned, in particular it was noted that Nordea Bank has a «Home Bank» customer advantage program which ensures preferential conditions for customers.
A great contribution of Quality Control Service to enhancing the customer service quality, thanks to continuous work with customer feedback, was also noted.
Now Nordea Bank ranks among top 5 banks in the «Peoples’ Rating» posted on portal www.banki.ru. Within a mere year the Bank rose from 41st to 4th position thanks to positive feedback from our customers.
We believe that any feedback should be welcomed in order to maintain the high quality of service. We have a 24/7 call center. Also, we are present (since 2011) in social media by opening profiles in Facebook and Vkontakte. Now we can respond to our customers’ wishes and suggestions online. Every day on our pages we break news about the Bank, tell about products and services, as well as about marketing campaigns.
Nordea Bank conducts a regular survey of the service quality at all levels by using the Mystery Shopping method and Customer Satisfaction Index (CSI).
After all things considered, the Award’s Expert Council decided to award Nordea Bank «For the high quality of customer service» and handed the prize to Igor Bulantsev, Chairman of the Bank’s Management Board.