A mystery shopper research showed that Šiaulių Bankas has the best customer service


At the end of the year mystery shoppers carried out regular annual verification of the quality of banking services in Lithuania. The overall quality of service in the banking sector rose by 1.4 per cent and reached 89.1 per cent. Šiaulių Bankas has taken the lead as the bank servicing its customers best - it has been rated highest among banks and reached 98.6%

In the course of the research mystery shoppers visited the banks and showed interested in becoming a client, assessed communication, clarification of their needs,  proposal offered, appearance of employees, beginning and end of a conversation and other service criteria relevant to clients. The highest quality score has been collected by Šiaulių Bankas, which has rapidly improved its customer service quality indicators  over the last five years.

“We are pleased to receive such evaluation and are proud of expertise of Šiaulių Bankas employees. We strive to be closer to our customers  through the network of customer service points, communication, and solutions offered. We want the customers of Šiaulių Bankas to feel well and pay much attention to the staff's service skills development. We keep an eye on changing customer needs and  periodically update our service standard, do our best to implement technological solutions and keep pace with innovations for the sake of customer's  highest quality  satisfaction. ”said Chief Executive Officer of Šiaulių Bankas Vytautas Sinius.

According to the research results, three banks (out of six) reached the highest level of quality service and exceeded 90 per cent. Customer service quality was assessed at Citadele Bankas, Swedbank, SEB Bankas , Medicinos Bankas, Luminor and Šiaulių Bankas.

 From the perspective of the entire sector, same as last year, the weakest areas of servicing accounted for the end of conversation and cross sales, whereas, the image of employees and the environment were mentioned as the strongest points. The biggest positive change was observed in starting a contact, communicating with customers and providing offers to them. The indicators representing clarification of needs and end of a contact increased slightly. That was the reason why the total service level grew by 1.4%” - commented Nora Zikaitė, the representative of the company Dive Lietuva that carried out the research.

Mystery Shopper Survey was initiated and conducted by Dive Lietuva in November-December 2018 . Customer service quality was investigated in six banks operating in Lithuania. During the research, customer service points located in Vilnius, Kaunas, Šiauliai, Panevėžys and Klaipėda banks were visited making a total of 60 units, including 10 customer service points of Šiaulių Bankas.