Customer satisfaction

At Handelsbanken, we strive diligently every day to provide the best possible service to our customers. Customer satisfaction is of paramount importance to us. The feedback we receive from our customers is highly valuable to us and aids us in enhancing our products and services.

One of the ways we obtain this feedback is through annual surveys conducted among customers of Dutch banks, assessing their satisfaction with their respective banks. These surveys are conducted by the independent market research firm EPSI Rating (Extended Performance Satisfaction Index).

According to the most recent survey (EPSI Rating, 2023), our customers have once again ranked us as the most satisfactory bank when compared to the major Dutch banks, marking the eleventh consecutive year of such recognition.

What is EPSI?

EPSI Rating is a European research institute that has been conducting independent and regular customer satisfaction surveys in specific sectors, including the banking industry, since 1999.

EPSI Rating Group Opens in a new window

Klanttevredenheids EPSI 2023
In the EPSI Customer Satisfaction Index, Handelsbanken achieves a score of 78 among its retail customers. The overall satisfaction score for the Dutch banking sector stands at 68.4. Among corporate customers, Handelsbanken scores 77.4 compared to a sector average of 65.8.

With these scores, Handelsbanken has, for the eleventh consecutive year, maintained the highest level of customer satisfaction when compared to the major Dutch banks, both among retail and business customers.

Source: EPSI Rating (2023)