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)