Study: Estonian Banks' Customer Service Worst in Baltics (12)

Published: 10.04.2012 12:05

Photo: Postimees/Scanpix

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The level of customer service dished out in Estonia's banks is not quite up to snuff compared to that provided by banks in Latvia and Lithuania, a new study has found.

Based on the results of research carried out in December and January, the Dive performance measurement agency gave Latvia's banking sector an 89 percent satisfaction rating, Lithuania's an 87 percent rating and Estonia's a mere 79 percent.

The agency used a mystery shopper methodology to rate the banks' service levels, sending customers into bank branches in major cities and making a total of 260 evaluations.

In Estonia, the top performers for customer service were Swedbank and Sampo Bank, followed by Bigbank and SEB, the agency said in a statement.

The agency also noted that Estonia's overall rating was brought down by the two banks, which it did not name, which came out at the bottom of the list.

Problems the evaluators found included service representatives not greeting customers properly "but simply looking at them, gaping," not saying goodbye, not being familiar with the products their bank is offering, giving out incorrect information and suggesting they turn to competing banks for help.


Steve Roman

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Comments (12)

  • BankerWanker

    10.04.2012 12:18

    I am pretty happy with my service at Estonia's Swedbank. The SEB bank service has gone downhill, however, and it's no fun to go in there at all. But perhaps it's just my branch.

  • Happy Customer

    10.04.2012 12:28

    Are they sure they're talking about banks? The description in the last paragraph describes very accurately my experience with the Tax and Customs Board. Swedbank employees, however, made me a very satisfied customer every time I had dealings with them.

  • Juhan021

    10.04.2012 13:22

    Having come across with our Baltic neighbours before, I would say that there's a cultural divide not being taken into account. Estonians just aren't ever satisfied and are very eager to express their negative views. Estonian can even get irritable if the pencils on the table are not lined to their satisfaction. It's just the nature of the national character and in my opinion does not necessarily reflect the real situation on the field. We just are a lot grumpier than our Southern neighbours, that being said there definitely is room for improvement in the services sector.

  • @Juhan021

    10.04.2012 13:45

    I realize that Estonians like to think of themselves as Nordic curmudgeons--it's a point of national pride--but I have trouble buying that they're THAT much different than Latvians or Lithuanians. In fact, I think the 20-something generation of Estonians actually provide very good service. Perhaps the crotchetiness you describe will die with the memory of the Soviet Union?

  • Mart Mang

    10.04.2012 14:11

    The research is meaningless unless they identify the bottom banks also...

  • 5aturn

    10.04.2012 14:47

    If you exclude those two unnamed banks at the bottom, what would the average be?

  • jbblalock@att.net

    10.04.2012 23:11

    I am coming to Tallin in July- are ATM's available to obtain Estonian currency with an American Credit Card (VISA, MASTERCARD, AMEX)?

  • Juhan021

    11.04.2012 01:39

    I would leave the Nordic-thingy to those dodgy websites the subject is intensively debated about. i think it was important to people aged 50+, as it was their way to reconnect with previous generations - ties that were cut off during the occupation. But as you said the whole issue has dissapeared with the 20 somethings. I'm one of them. Couldn't care less, to be honest. There are some brilliant Latvians out there, Lithuanians maybe not so many, but thats not important also. Pidgenholing Estonia seems to be more of a popular passtime to newly arrived Western-European migrants. Good luck as it is going to be as difficult as to put Britain in Northern-Europe, or Central-Europe or whereever - it's all of those regions and none of them at the same time. Same applies to Estonia- we are, who we are ;).

  • avatar

    knut_albers

    11.04.2012 08:57

    Visa, Mastercards and American Express should work. About Amex I am not sure, though. However, you should consult your credit card company and notice them about that there will be some transactions from Europe during the period you stay here, else they may limit the amount you are going to take out over here in Estonia. Also, make sure that your pin is numeric only, as other characters are not supported at European ATM's. In my opinion and to be save, ask for a Check Card. And be sure to understand the latest fees and that surcharges will apply, though.

  • Jiimpoo

    11.04.2012 16:38

    I have used Estonian ATMs for a number of years. I usually use my Canadian bank Debit/Cash card which has Cirrus and Interac which are accepted in Estonia

  • Sampo/Danske

    12.04.2012 18:15

    Odd that Sampo was best...I've found their policies and employees' logic to be slightly retarded.

  • ChuckC

    17.04.2012 20:32

    It isn't all bad. I was in Swedbank on Narva Mnt 5 in Tallinn the other day. There were 10 numbers ahead of me in line. I stepped out by the ATMs to make a phone call. Before I knew it, my number passed. I went inside, grumbled to myself for not paying attention and took a new number. The employee who sits at the small counter in the lobby came up to me and gave me a new "VIP" ticket that would come up next so I wouldn't have to wait. That's great customer service.