The total average quality of the services provided by all banks in Lithuania has been put at 87.6 percent, according to the latest comparative study of the banking sector. The banking sectors in Latvia and Estonia scored 89.4 percent and 83.2 percent, respectively.
“The quality of customer service improved somewhat in the banking sector of the Baltic countries last year. However, the general average score shows that the customers’ expectations regarding the service quality are still being met with average success,” Neringa Kazlauskienė, CEO of Spect-Dive, said in a press release.
According to the study data, Danske Bank meets the service quality criteria of its Lithuanian customers with a 96-percent success. Finasta scored 94.8 percent, and SEB Bankas, 93.7 percent.
Last year, Danske Bank also ranked first in Latvia and Estonia where it scored 98.1 percent and 91.4 percent, respectively. In Latvia, Nordea ranked second with the score of 95.6 percent and SEB was third with the score of 93.2 percent. In Estonia, the second place went to Nordea (89.6 pct) and the third, to Swedbank (88.4 pct).
