Nordea Bank Polska in top 3 of Friendly Banks

2009-09-22

Nordea Bank Polska came third in the „Newsweek’s Friendly Bank 2009” ranking list in terms of the quality of customer service by a retail bank. The seventh edition of the ranking was governed by new rules – the greatest emphasis was laid on the quality of service.

TNS OBOP’s pollsters commissioned by Newsweek visited and rated 23 banks. They were acting incognito as customers wishing to open an account, make a payment through it and then close the account. Before this exercise, the organizers had checked what kind of service customers expected. It turned out that what counted most at the bank’s counter was professionalism, reliable information coupled with helpfulness and kindness .

“Only a handful of banks are able to meet these modest expectations fully and they are the new market leaders”, says Newsweek Polska. The “mysterious customer” research, which makes it possible to assess the behaviour, skills and attitudes of bank staff, shows that the biggest number of kind and competent bank advisors work, among others, in the branch offices of Nordea Bank Polska, which came third in the ranking. “It is a historic success for all tree banks because they have never been ranked so high before and Newsweek has done this research for the seventh time”, concluded the organizers.

The banks were evaluated according to four criteria: “features of a branch office”, “quality of service”, “acquisition and retention of a customer” and “customer-friendly procedures”. Nordea Bank was the runner-up in two categories: “features of a branch office” and “acquisition and retention of a customer”.

For Nordea Bank Polska, this year’s honourable mention in the confirmation of the bank’s growing importance and increasing retail market share. In the previous editions, the bank received high marks for the functional design of the branch offices and for its e-banking solution. “We are very glad that this time round all aspects of our operation and its universal character were recognised, the more so that over a quarter of our offices were opened in the last year. An independent, positive verification of the skills of the people employed in our branches is excellent news for us.”, said Mr Jacek Kalisz, Vice President of Nordea Bank Polska for Retail when receiving the prize.

The offices of Nordea Bank Polska took the fourth place among Polish banks in the category of accessibility to the disabled. It was in this year’s edition of Newsweek’s ranking that people having difficulties in moving around were given an opportunity to test facilities for the disabled. This is not the only confirmation of Nordea Bank Polska’s care for the disabled. In 2007, the bank implemented special facilities for people with eyesight dysfunctions. It was the first bank in Europe to offer an e-banking solution for the blind and the poor-sighted. We made it possible through breaking barriers.
The bank’s mission: “Making it possible” has thus become a real direction of its development. A place in the top three on the ranking list is also a proof of that.