Digitalisation Q1 2021 1
Customer satisfaction in the customer meeting Ove
rall impression According to a survey conducted by Swedish Quality Index (SKI), commissioned by Handelsbanken. (Q4 2020) Satisfaction and usage often highest among younger customers According to our surveys conducted by SKI (Q4 2020), customers in the 18-29 age group are most satisfied with their savings and pension advice. Younger users are also more extensively using services such as the Pension Guide, Savings Guide and My Finances. Private customers 90 80 70 60 50 40 Handelsbanken 86,2 83,3 90 80 70 60 50 40 Banking sector Corporate customers 90 80 70 60 50 40 Handelsbanken 83,3 75,9 90 80 70 60 50 40 Banking sector Examples of developments in advisory support: – Digital signing of shopping basket after advisory sessions for the most common savings forms – Product classification of funds and better information about goals in the investment business – Option for advisors in Norway to provide advice about the new “Eget pensionskonto”, EPK (Own Pension account). – Sustainability classifications at product level, as well as sustainability preferences for Private Banking customers. Number 1 on the transfer market 2020 Our advisory meetings, and the continuity between branches and remote advisory sessions, also play a key role in Handelsbanken’s leading position in the transfer market. The availability of the branch is supplemented with the option of contact with a pensions specialist in conjunction with potential transfers of existing individual occupational pensions or private pension insurance. HANDELSBANKEN 13