Digitalisation Q1 2021 1
DIGITALISATION@HANDELSBANKEN How does one ensure
the continued success of long-term customer relationships in the future? S KI's surveys show that service is an important factor in maintaining and strengthening our leading customer satisfaction and, particularly, we see working proactively with our customers as critical to our future offering. In this work, we are increasingly using digital technology to further strengthen our personal customer relationships. In 2021, the implementation of a new customer relations platform started together with a leading supplier in this field. In Denmark, private advisors have already begun using the platform in their work with customers. The initial indications are very positive, with positive effects also among customers. The Netherlands will be next, and preparatory measures are in full swing in readiness for a launch later this spring. Both of these pilot projects are being evaluated thoroughly to ensure we take on board insights into the next stage. With our strong starting point, our unique, decentralised and customer-centric business model, combined with our heritage, this development is not merely a matter of choosing and launching a tool, but rather about developing support that aligns with our already successful way of working. It is critical that we do not fall back into standardised working methods and systems – a customer relations platform at Handelsbanken has to help us take the next step as ourselves. And make us even better. Handelsbanken carries out numerous customer surveys every year, and overall customer satisfaction is measured with the help of SKI’s annual customer satisfaction survey in the banking and finance sector. Since the surveys started in 1989, Handelsbanken has had the most satisfied private customers among the four major Swedish banks. Customer satisfaction is also above average in the banking sector in other home markets. Other results of interest include that Handelsbanken is the bank where most private customers state that they have their own contact person (SKI Bank 2020) and is the bank with the most highly rated banking app among private customers (SKI Bank 2017, 2018, 2019, 2020). 24 HANDELSBANKEN 2