To ensure accessibility for every customer group, Swedbank works in several ways to facilitate for the customers to meet the bank, both physically and digitally. To make the banking services more accessible, initiatives have been taken to make it easier to obtain and understand the products and services that the bank offers.
Swedbank’s digital services make it easy for customers to contact the bank and do their banking whenever and however they want. Availability, regardless of channel, is one of the most important factors mentioned in customer surveys. Outside branches, a range of services are available on digital platforms such as the Mobile App and the internet Bank.
Swedbank offers the customers accessible services. This includes introductory videos for the Mobile Bank and Mobile Bank ID in eight languages besides Swedish, security information in 12 languages, and options that allow the hearing impaired to receive personal assistance by phone. In addition, the security token is available with larger buttons and louder sound, and folders/product sheets are printed in Braille.
The traditional bank office is still appreciated for a personal meeting and advice. In Sweden all branch offices are accessible to people with disabilities and in the Baltic countries 94% of the branches are accessible.
In partnership with retail stores and service providers, as for example post-offices, Swedbank can offer bank services in several places on our four home markets. The bank is also present in malls and other public places from time to time, so called “pop-up stores”.
As a customer you can also use the ATMs for handling cash. In Estonia, Latvia and Lithuania there are over 1100 ATMs. Swedbank cooperates with Bankomat AB in Sweden, which has ATMs in over 500 locations in Sweden.
Swedbank has a strong innovation culture. Over the years Swedbank have often been in the forefront launching new digital solutions for the customers, who are becoming more digitally active. This is partly a result of the high IT maturity level in the markets we serve, but it is also due to our large private customer base and our focus on everyday banking services. Swedbank is also partner with various fintech firms such as Meniga and Mina Tjänster (My Services) in a number of areas to continuously improve our offers and increase our availability.
To increase digital inclusion in older adults, digital workshops are held at several branches and for pensioners’ networks. To fight digital exclusion, Swedbank is working together with the savings banks and savings bank foundations on the “Digital economy” initiative, the aim of which is to help those who feel uncomfortable trying digital services such as BankID and Swish. The emphasis is also on online security and avoiding fraud.
Debit cards without bank account
Prepaid cards are available to municipalities, county councils, authorities and state-owned enterprises. The service is used to pay out financial assistance and benefits to people without an ID number or bank account, but also as a collective debit card for employees of schools, public housing, social services etc. The card often replaces cash handling and can be used in all stores and ATMs and is used by about half of the country’s municipalities.
State-guaranteed mortgage loan programmes
In the three Baltic countries Swedbank has participated in a state-guaranteed mortgage assistance programme. The aim is to support various groups based on established criteria, so that they have an opportunity to finance a home. In Latvia, for example, families and those up to the age of 35 with a higher education or professional training can apply for these loans.
In order to ensure progress and long-term value creation we continuously follow-up on and track relevant key performance indicators. Examples of these are active customers, digital sales in our daily banking products.