One of the leading customer service evaluation and improvement companies in Central and Eastern Europe, “Dive”, conducted a study in early 2025, the aim of which was to find out how well insurance companies can identify customer needs, explain their products and provide high-quality service using telephone communication.
According to the study results, ERGO received the highest customer service rating in Latvia this year (98.36%), followed by “If” with 94.07% and BTA with 84.66%. In the Baltics, ERGO maintains its leading position, ranking first in both Latvia and Estonia (91.78%). In Lithuania, “If” has become the leader in customer service quality with 97.92%, while ERGO ranks second with 94.82%.
“Working every day to improve ERGO’s customer service, we are aware that everything is based on personal communication – clear, kind and honest, providing answers to questions that are not always so simple in a simple way. I would like to thank my team for professional communication with customers, especially all Call Center employees, sales trainers and others, whose daily work has allowed us to achieve excellent results in the “Dive” customer service assessment”, commented ERGO Latvia Branch Manager Aija Medne.
Overall, the “Dive” study has revealed that among the three Baltic countries, Lithuania can boast the best customer service result of 85.56%. This year's results show a noticeable increase in Latvia of 84.32%, and the lowest result in the industry is still observed in Estonia of 70.42%.
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