Local bank tops satisfaction survey of British bank customers nine years in a row

Handelsbanken, the local relationship bank, was today rated top for customer satisfaction and loyalty for the ninth year running, in an independent survey of British banks’ personal and business customers*. 

Named Britain’s most admired bank, the 146-year-old bank with a branch in Chorley, has once again significantly outstripped its British banking competitors for both customer satisfaction and loyalty, and further improving its scores versus last year. This top rank is also a position Handelsbanken has enjoyed in its home country of Sweden since surveys began in 1989.

The survey – by European research institution EPSI Rating – confirms that Handelsbanken maintained its top rankings. The results build on the bank’s standing in the Government-backed Business Banking Insight survey (BBI), where Handelsbanken was ranked top by its SME customers***. Run by the British Chambers of Commerce and the Federation of Small Businesses, the BBI survey found that Handelsbanken’s SME customers were more willing than customers of their competitors to recommend their bank.

As well as the Chorley branch, Handelsbanken now serves individual and corporate customers in another 207 communities throughout the UK. The Bank puts customer satisfaction first, and believes local branches are best-placed to make all decisions relating to their customers. Chorley branch staff have full power to advise customers and agree individual product terms and pricing, free from targets or bonus incentives.

Julia Monks, manager of Handelsbanken’s Chorley branch commented: “Customer Satisfaction is one of our key focus areas. We’re really committed to providing high standards and care for all our customers and are delighted that the EPSI survey has confirmed that Handelsbanken has the most satisfied corporate and individual customers in Britain for the ninth year running.”Handelsbanken today also published its latest (Q3) financial results, revealing that net lending to UK households rose by 11% (to £6.2bn) in the last 12 months. The Bank also extended net lending to UK businesses by a further 11%, to £12.4bn in total.

Handelsbanken’s group results also reaffirm its exceptionally strong capital and liquidity positions, and low credit loss ratios, which have earned it amongst the highest credit ratings of any international bank.  In September 2017, the Bank was named the third safest commercial bank in the world, by Global Finance magazine. 

The Swedish-headquartered bank operates over 800 branches in more than 20 countries worldwide. 

A team of 4 bankers serves customers in Chorley, drawing on a combined 90 years of banking experience. Businesses and individuals can contact the branch by calling 01257 241330 or by visiting 1st Floor Chatsworth House, Ackhurst Business Park, Foxhole Road, Chorley, PR7 1NW.  

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