Client retention index – highest in Lithuania
In the annual Kantar survey, customers are asked how they value our bank‘s services, as the financial sector is an extremely dynamic and competitive market. We are grateful to our customers – the survey showed an extremely high customer satisfaction rate for TRI*M.
The Lithuanian TRI*M index reaches 117 points. This is 65% more than the average of European business finance companies (71) and 33% more than the other highest rated Lithuanian bank (88). In Estonia and Latvia, this indicator reaches 98 and 97 points, respectively, which is more than a third better than the average in Europe and more than the indicators of local banks.
The majority – 94% – of the bank's customers in Lithuania are highly satisfied with the bank's services, and 93% are loyal to the bank. In Latvia, 93% of the bank's customers are highly satisfied, and 74% are loyal. In Estonia, all (100%) respondents answered that they are highly satisfied with the services provided by the bank. Slightly less than half, 47% of the respondents answered that they are loyal to the bank.
"Our goal is to provide the highest level of service so that our customers feel heard and their needs are met. I am happy that customers appreciate these efforts. And I am grateful to our team for constantly striving to improve and better meet the expectations of our customers. This year, we will continue to maintain our focus by offering clients strong financial solutions", says Leda Irzikeviciene, Country Manager of the OP Corporate Bank Lithuanian branch.
In the survey customers singled out the bank's Lithuanian branch for favourable cooperation conditions, quick problem solving and excellent customer service quality. They also value a simple, matter-of-fact and non-bureaucratic approach to cooperation and the pursuit of common goals.