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13 Years of leading customer satisfaction

Handelsbanken has ranked highest in customer satisfaction for the thirteenth consecutive year in the Netherlands, according to the independent EPSI survey (2025).
At Handelsbanken, we work hard every day to serve our customers in the best possible way. Customer satisfaction is one of our top priorities, and the feedback we receive from our clients is invaluable. It helps us continuously improve our products and services.

Etienne te Brake, Chief Marketing & Communications Officer Handelsbanken Nederland : “One of the ways we gather this feedback is through an annual survey conducted by the independent research firm EPSI Rating (Extended Performance Satisfaction Index), which measures how satisfied customers are with their banks in the Netherlands. According to the most recent EPSI survey (EPSI Rating, 2025), our customers have ranked Handelsbanken as the most satisfying bank for the thirteenth year in a row, outperforming the major Dutch banks and the Industry’s average.”

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

Customer satisfaction 2025

Klanttevredenheidstabel EPSI 2025 zakelijke en particuliere klanten

EPSI Customer Satisfaction Scores (2025)

In the EPSI Customer Satisfaction Index, Handelsbanken scored 79.1 among its private customers, slightly higher than last year (78.6). The average satisfaction score for the Dutch banking sector is significantly lower at 67.2 (68.2). Among business customers, Handelsbanken scored 77.3, a decline from 78.4 last year. The sector average for business banking is 64.2 (66.2).

These scores highlight Handelsbanken as the highest-rated bank in customer satisfaction, both among private and business customers, compared to the major Dutch banks and the Industry’s average.

How should the scores be interpreted?

According to the EPSI model, the elements ‘image’, ‘expectations’, ‘quality’, ‘service’, and ‘price/quality ratio’ influence customer satisfaction. By asking various questions within these five elements and summing the scores, a total score between 0 and 100 is obtained. A customer with a score between 0 and 60 is considered dissatisfied. A score between 60 and 75 indicates satisfied, and above 75 means very satisfied.

Source: EPSI Rating (2025)

Customer satisfaction press release 2025 (in Dutch)

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