We responded with such measures as diverting staff to answer the phone, emails and web chat. At the same time as we were forced to close or restrict access to our branches, the demand for housing loans exploded. We felt the benefit of having a powerful team of employees in branches throughout the country to meet this need. The geographic location of the borrower or employee is immaterial - an employee in the West Fjords can tend to the needs of a family purchasing an apartment in the capital region, all over the phone or computer.
Many of the changes made to services in 2020 are here to stay, that much is clear. Appointments for banking service, whether in a branch or for a consultation call, simplify life for customers. This arrangement saves time and allows employees to prepare even better for consultations. We will also increasingly offer advisory service over the phone or teleconferencing equipment.
Feedback from customers tells us that they are happy with the Bank’s services and trust us, and this has been confirmed in independent surveys. Our strategy is clear - we intend to continue to provide first-rate service based on mutual trust.”