Personal customer service
We are present in the day-to-day lives of our customers in our 45 branches around Finland, in addition to which we serve our customers via our digital channels – at any time and anywhere in the world. Our broad network of branches and comprehensive digital services ensure that services are conveniently and personally accessible in the form that suits the customer.
Each one of our branches is the bank’s flagship in their area. In recent years, we have strengthened our position in key growth centres in accordance with our strategy. Thanks to our broad network of branches, we know the local market and our customer base.
To ensure that our customer service is flexibly available, we also continuously develop our digital channels. In addition to online banking, we offer OmaMobiili and OmaVahvistus and we enable digital buying and selling of homes and web conferencing. The objective of these services is to ensure that our customers can take care of banking matters together with their dedicated expert, regardless of where they are, by using a smartphone, tablet or computer.
Dedicated expert for each customer
We offer retail banking services to households, housing companies, SMEs and agricultural and forestry entrepreneurs. We offer each customer a dedicated expert and we also serve our customers in the evenings on weekdays and on Saturdays. The same dedicated expert can serve a customer in their private banking needs and their company’s financial matters.
Continuously improving the customer experience is a matter of the heart for us. Our goal every year is to achieve the highest rating in both customer satisfaction and customer service in the sector. According to the Parasta Palvelua (i.e. Best Service) survey conducted at the end of 2022, we have a very high level of customer satisfaction. The number of customers participating in the survey grew from the previous year.
Entrepreneurs and their businesses represent a significant part of our growing customer base. We assist our corporate customers in all practical financial matters and financing needs. We also provide tips on establishing a company and drawing up a business plan.
Our goals by 2026
Our goal is for our customers to be satisfied with our services.
- We will review all our services and eliminate any unnecessary ones
- The accessibility of our services is given a score of 4.3/5 in the annual survey
- Satisfaction with the customer’s own contact person is given a score of 4.7/5 in the annual survey
- Overall satisfaction with the bank’s operations in the customer satisfaction survey is at least 4.3/5