1. Customer satisfaction

Customer satisfaction

The bank with the most satisfied customers.

Handelsbanken: best in customer satisfaction for
the eighth year in a row

At Handelsbanken, we want to provide our customers with the best possible service. Based on valuable feedback we receive from our customers, we are constantly working to improve our products and services.

One of the ways we obtain this feedback is through the independent customer satisfaction survey conducted by EPSI Rating (Extended Performance Satisfaction Index).

The most recent survey (EPSI Rating 2020) shows that, for the eighth year in a row, Handelsbanken’s customers in the Netherlands are the most satisfied with their bank, compared to the major Dutch banks.

What is EPSI?

EPSI Rating is a European research institute that has been independently and regularly conducting customer satisfaction surveys in selected sectors since 1999.

EPSI Rating Group Opens in a new window

Klanttevredenheids tabel
In the EPSI customer satisfaction index, Handelsbanken scored 78.4 among its private customers in 2020 (2019: 77.7). For the Dutch banking sector as a whole, the equivalent satisfaction score was 67.9 (2019: 68.2).

Handelsbanken achieved a score of 75.3 for corporate clients in 2020 (the same score as in 2019) compared to a sector average of 63.0 (2019: 63.5).

Source: EPSI Rating (2020)