Client satisfaction
Relevance of the topic
Client satisfaction and trust are key factors for the long-term success of a company, especially in the banking business. Trust forms the foundation of every client relationship and is closely linked to satisfaction. To reinforce both, it is critical to understand client needs and feedback. This lays the foundation for continual improvements and needs-based support in line with their financial situation. Satisfied clients not only remain loyal, but also actively recommend their bank – a direct driver of corporate success.
Principle
LUKB consistently aligns its offering with long-term client benefits and attaches particular importance to client proximity as well as convenience and efficiency through the use of digital solutions. Its offering also includes sustainable products and consulting services specifically tailored to current market needs.
Target
LUKB's client satisfaction, measured in terms of its clients' willingness to recommend the Bank to others, is above the average for all banks included in the private client and SME market studies conducted by the Association of Swiss Cantonal Banks (ASCB).
Status in 2025
LUKB has more than 300,000 client relationships, almost exclusively with clients domiciled in Switzerland. It is the leading bank in the Canton of Lucerne.
Recognition, image and recommendation
LUKB regularly takes part in the image evaluation carried out by the Association of Swiss Cantonal Banks (ASCB) for the private client segment. The results of the survey conducted in 2025 will be published in 2026. The results of the survey that was conducted in 2022 and published in 2023 were pleasing. In the Canton of Lucerne, LUKB enjoys by far the best reputation compared to its competitors. It stands out in particular in the areas of trust and service quality. Around half of all people with a banking relationship in the Canton of Lucerne are LUKB clients. This puts LUKB in second place in the survey when compared with its competitors. Client satisfaction remains at a very high and stable level, as does the willingness to recommend with a net promoter score (NPS) of 40.
Every two years, alternating with the private client survey, the ASCB also conducts a survey of corporate clients. The survey of companies with 1 to 249 employees carried out in 2025 and published in October 2025 shows that LUKB holds the highest market share in the Canton of Lucerne and continues to have the most client relationships (45 %). In addition, 53 % of larger SMEs are clients of LUKB. Overall satisfaction with LUKB as the main bank is very high. LUKB came second in this category. With an NPS of 45, LUKB also ranks among the top banks in terms of willingness to recommend the bank to others.
Proximity to clients: decentralised, digital and diversified
The combination of physical branches and digital channels gives LUKB clients the freedom to choose how they wish to carry out their banking transactions.
LUKB has a dense branch network of 22 locations in the Canton of Lucerne and one location in Zurich specialising in private banking and structured products. LUKB also has two sales offices for its structured products business in Lausanne and Lugano.
Many LUKB services can be used on a 24/7 basis via lukb.ch and the LUKB app. The digital channels (website, e-banking and the e-banking app) will be further expanded into service-oriented distribution channels and offer clients as many self-service options as possible. LUKB consistently focuses on user-centred design to develop digital solutions and improve existing offerings. This results in intuitive applications and a standardised client experience across all digital channels. LUKB continuously works to improve client journeys, i.e. the steps a client takes from the first contact to the use of a product. These optimisations are data-driven and are supported by the use of artificial intelligence (AI).
Access to financial services
The basic banking services – account management (savings, pension provision, payment transactions), cards for the bank's own services, custody account management and safe deposit boxes – are generally available to all population groups. There are no discriminatory exclusion criteria. The basic services are available to all clients at fair and transparent prices.
In 2023, LUKB completed the conversion of its branches into modern advisory banks. Unrestricted access for clients with limited mobility has been guaranteed at the latest since the redesign of the client areas.
Accessibility also means that digital content, applications and services are designed in such a way that they can be used by everyone regardless of visual, auditory, motor or cognitive limitations (digital accessibility).
In 2024, LUKB had its website lukb.ch reviewed by the ‘Access for all’ foundation. The foundation operates as a competence centre for accessible technologies in Switzerland and neighbouring countries. LUKB used the analysis as a basis to implement targeted improvements to its website in 2024 and 2025. In doing so, the foundation and LUKB were guided by, among other things, the internationally recognised Web Content Accessibility Guidelines (WCAG 2.0) of the World Wide Web Consortium (W3C)1). In addition, LUKB carried out automated internal tests last year to identify barriers at an early stage. The confirmed hurdles were systematically eliminated, gradually improving the digital accessibility of the website.
In 2025, LUKB also raised awareness and knowledge of digital accessibility among its employees. A visit to the Google Discovery Accessibility Center in Zurich offered practical insights into technologies for people with disabilities. In addition, 25 employees from marketing, ICT and digitisation took part in a training course run by the ‘Access for all’ foundation. In addition to the theoretical basics, they experienced first-hand how a blind person uses the LUKB website and e-banking with a screen reader.
With these measures, LUKB has laid the foundation for continuously developing the digital accessibility of its website and e-banking services. Future adjustments to e-banking will be purposefully made to ensure complete accessibility and checked by means of accessibility tests carried out by a specialist company. The website is continuously checked for accessibility using internal, software-supported tests. Any hurdles identified are prioritised and eliminated step by step. If necessary, for example following major adjustments, LUKB also has the website checked by an external specialist.