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A Blueprint for Better Banking: Svenska Handelsbanken and a proven model for more stable and profitable banking by Niels Kroner

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9: Reaping the Benefits

What I hope to have achieved up to this point is to illustrate how Handelsbanken is run differently from many other large banks. It is still legitimate to ask if it is really a better way of running a bank. The question is relatively easy to answer for customers and employees, more difficult for shareholders.

Customers

Customers are happy with what Handelsbanken has to offer, and as a result the bank usually ranks very highly, usually as the leader among large banks, in customer satisfaction surveys such as the Swedish Svenskt Kvalitetsindex or the British EPSI Ratings. Being treated as an individual customer may help, so may the fact that there are no erratic changes of bank behaviour, for instance no sudden cut-offs ...

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