2/5/2016 Focusing on the right activities and fulfilling customer expectations are important to Bankgirot. As such, each year we conduct a customer survey, the Satisfied Customer Index (Nöjd Kund Index, NKI). This provides an indication of where we stand in achieving our goals.
What we delivered in 2015
Bankgirot’s Satisfied Customer Index was 77 on a scale of 1 to 100, which is a very good result. Nine out of ten customers are satisfied with Bankgirot overall, and a clear majority of customers are completely satisfied with Bankgirot and consider that we fulfil their expectations to a great extent.
What do our customers think about our Brand?
92% of customers consider that Bankgirot lives up to the statement"We guarantee the flow”.
Above all, customers feel that Bankgirot delivers its services reliably. Furthermore, a clear majority considers Bankgirot to be an open company in relation to its customers. Our brand still appears to be strong.
Good availability, a reliable company that knows what it’s doing, stable and secure, and quick and easy – these are the features that characterised Bankgirot, according to the banks
When customers are asked to give Bankgirot’s main strengths, they mention factors such as the skill, speed and accessibility of our staff, as well as our services' simplicity, operational reliability and support. This is what one customer says about Bankgirot:
It is the simplicity and the payment security that I value most!
We are awarded a slightly lower grade regarding the assertion that Bankgirot is perceived as a dynamic and innovative company. The distribution between satisfied and dissatisfied customers is presented below:
Areas for improvement
According to our customers, the areas in which Bankgirot most clearly needs to improve are development (both product-related and technical development in order to become more modern through more electronic reports, for instance), increased simplicity in our systems, as well as improved information and communication in various channels.
Finally, one customer states:
Bankgirot is professional and stable!