Saxo Bank Enhances Partner Service Based on Feedback

Saxo Bank recently surveyed its partners, focusing on partner service and overall satisfaction. Partners praised the quality of products and technology, as well as effective collaboration with account managers. However, the survey highlighted areas for improvement in service response times. Saxo is committed to enhancing its partner service based on this valuable feedback.

Scores for overall satisfaction and willingness to recommend Saxo remain high, with ratings of 8.0 or above on a 0-10 scale. However, the survey also identified an area needing improvement, Saxo’s service setup, particularly in how quickly and effectively it responds to service queries and executes case requests. Recognizing this challenge, Saxo plans to make concrete improvements in 2025 to enhance its institutional operations. 

Saxo Bank Enhances Partner Service Based on Feedback

These improvements will focus on sharpening communication to better manage expectations, thereby reducing unnecessary back-and-forth interactions between frontline staff, partners, and clients. Additionally, Saxo will boost the self-service functionality in its Service Partner Center (SPC) to improve timeliness and efficiency. 

Furthermore, the bank will integrate survey feedback from closed cases more deeply into its communication and process improvement efforts within the Institutional Operations teams. This move aims to ensure that partner feedback directly shapes future service enhancements, making the overall experience smoother and more responsive. 

Saxo expressed gratitude for the feedback it received, saying, ”We thank everyone who contributed to the partner survey with their feedback. Your input is highly valued, and we hope you will continue to provide feedback in upcoming surveys—both in the follow-up partner survey planned for September and in the feedback surveys prompted in SPC after closed cases.” The company promised to keep partners informed about the improvement initiatives it implements, reflecting a strong commitment to listening and evolving based on partner needs.

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