ICMIF member LähiTapiola (Finland) was ranked the strongest in the customer experience ratings of the Asiakkuusmarkkinointiliitto, ASML (Data Driven Marketing Association) Customer Index 2020 survey.
LähiTapiola rose an impressive 24 places and ranked among the top ten in all industries in Finland and number one in the financial services industry ranking. The Customer Loyalty Index is Finland’s most comprehensive annual survey of the customer experience and customer loyalty for Finnish companies.
LähiTapiola rose to the Customer Experience Pioneer category in the Customer Index 2020 survey as the only company in the financial sector. The factors used to establish the rating for customer experience in the study were meeting the customer’s needs, ease of handling things and the pleasantness of the cooperation between an organisation and its customers.
LähiTapiola also improved its investment in customer loyalty and ranked in the top three in the financial services industry rating. Customer loyalty assessed customers’ willingness to recommend, purchase intentions, and interest in switching to a competing company’s products or services.
Harri Aho, Development Director of LähiTapiola Group said: “At the heart of our strategy is the customer experience, which consists of how we interact with and treat our customers and each other. We want to stand out with a customer experience that is genuinely caring, personal and local. We are pleased with our tremendous rise to number one in the financial services customer experience rating. Behind this is long-term systematic customer experience development work, and of course a big thank you goes to our staff – behind satisfied customers is a satisfied and competent team.”
The Customer Loyalty Index is Finland’s most comprehensive annual survey of the customer experience and customer loyalty of Finnish companies. This year, 3652 consumers responded to the survey, estimating 56 companies. The study has been carried out by ASML since 2009.
The study measures the customer experience and customer loyalty of Finnish companies from eight different industry sectors. Response data were collected during August 2020 in collaboration with market research firm Norstat.