Coop Pank Becomes the Most Recommended Bank in Estonia
In a recent study conducted by Kantar Emor, Coop Pank has achieved a significant milestone by becoming the highest-rated financial institution among Estonian residents for the first time, surpassing the previous leader, LHV Bank. This recognition highlights Coop Pank's commitment to customer satisfaction and service quality.
Among financial institutions, Coop Pank received the highest recommendation index, securing the top position. LHV Bank ranked second, followed by Swedbank in third place. Other banks, including SEB and Holm Bank, also received positive recommendation scores.
Karel Parve, Head of Private Banking at Coop Pank, emphasized the importance of speed and quality in their service delivery. He stated, “We consistently work to ensure our clients have the best possible experience at every point of contact with our service. Our leading position confirms that customers have noticed and deeply value our efforts.”
In the overall ranking of 68 companies that participated in the Kantar Emor study, Coop Pank made notable progress, moving up to 22nd place—an improvement of 11 positions compared to the previous year. This advancement reflects the bank's growing reputation and customer loyalty.
The study revealed that while other banks are primarily recommended by residents of Tallinn and Harju County, Coop Pank enjoys a strong share of recommendations across various regions, including smaller rural settlements. Respondents highlighted several factors contributing to Coop Pank's popularity, such as its well-designed mobile app, fast and professional service, and attractive home loan offers. The bank's simplicity, clarity of services, and the convenience of cash deposits and withdrawals at Coop stores were also praised.
The recommendation index (NPS – Net Promoter Score) study measures the willingness of individuals to recommend companies based on their recent service experiences. This year, 2,151 Estonian residents aged 16 to 74 participated in the study, providing valuable insights into customer preferences.
Coop Pank, an Estonian-owned universal bank, serves approximately 203,900 clients for their daily banking needs. The bank aims to leverage the synergy between retail business and banking to bring everyday banking services closer to people's homes. Its strategic owner, Coop Eesti, operates a network of 320 stores, further enhancing accessibility for customers.
With this recognition, Coop Pank is poised to continue its growth and strengthen its position in the Estonian banking sector, focusing on customer-centric services and innovative solutions.
