In the annual Dive customer service study, Citadele has remained among the banks with the highest customer service ratings in the Baltics. In Latvia, Citadele received the highest rating for the tenth year in a row.
“At Citadele, excellent customer service is our calling and core value. We provide a personal approach and form long-term relationships, always trying to do more than our customers expect from us. We are pleased that Dive Group and our customers have appreciated our work at a consistently high level for ten years now. It strengthens our resolve to understand the needs of our customers and create the best experience possible when it comes to financial matters.
“Over the past few years, we have invested greatly in developing digital tools, for which we also received an international award last year at the Global FinTech Awards 2024. This recognition strengthens our desire to give our customers the best and inspires us to continue improving industry standards.
“I want to thank Citadele’s customer service teams — your passion and amazing achievements are the key to our success. Together, we will continue to push our abilities to the limits, redefine excellence, and create the banking services of the future,” explains Rūta Ežerskiene, Citadele CEO and Chairwoman of the Board.
The study involved “secret customer” calls to remote customer service centres, as well as in-person visits to bank branches. In Latvia, Citadele gained the highest rating for both in-person (99.53%) and remote (100%) customer service, and is therefore convincingly the top bank for customer service in Latvia. Citadele has taken the top spot in Latvia for the tenth year in a row. It also received first place in Lithuania both for in-branch (100%) and remote (100%) service, and excellent ratings in Estonia of 90.64% in person and 98.58% remotely.
In all three Baltic countries, Citadele has retained its rating as the bank with one of the best customer service experiences for several years in a row, with higher results than the average industry rating.
The study was conducted at the end of 2024 and the beginning of 2025 by Dive Group, one of the leading customer service evaluation and improvement companies in Central and Eastern Europe. Within the framework of the study, 160 “secret customer” calls to customer support services and 160 “secret customer” visits to customer service centers were made. During the research, a unified methodology and identical criteria were used to evaluate bank employees’ professional knowledge, communication skills, ability to offer the most suitable solution to the customer, and other parameters.
Using the "secret shopper" method, Dive Group assesses the quality of customer service in banking, telecommunications, pharmaceutical, automotive and commercial companies, as well as in the public sector, helping businesses to reach higher standards of quality.