Image of Nordic banks not all glossy – survey

Nordea chairman Björn Wahlroos’s actions in defending the remuneration and bonuses of top executives in the bank may be one reason Nordea has ranked poorly among consumers when asked about the image of regional and domestic brands.

In contrast, Handelsbanken, another of the larger Nordic banks operating in multiple markets, has achieved higher customer satisfaction ratings. One reason cited for its rating in the Swedish market is the retention of cash-based services for consumers and a commitment to branches, in contrast to many of its competitors.

The findings are contained in the annual EPSI Rating European Banking Trends report, which interviewed 83,000 consumers across Europe.

Key failings that consumers see in the banks are their perceived irresponsibility and levels of customer service.

The level of satisfaction expressed by local banking customers varies considerably, from a score of less then 55 in the case of Spain, to close to 85/100 in Azerbaijan and Georgia. Spain’s level is the lowest ever recorded by the report.

A drop in the overall level of customer satisfaction saw Sweden fall behind Norway, while Denmark has also hit an all-time low, the survey results suggest.

In contrast, for those markets where EPSI has measured levels of customer satisfaction among business customers, there has been a notable improvement over the past year. It says that unusually for a number of markets b2b customers are actually more satisfied with the levels of service they are receiving than b2c customers. This is a rare ratio, the report said.

 

Consumer satisfaction  EPSI score
Georgia83
Azerbaijan82.9
Lithuania78.4
Kazakhstan77.6
Latvia76.7
Finland76.5
Russia75
UK73.8
Estonia72.3
Norway71.5
Czech Republic71.3
Sweden69.7
Denmark67.5
Spain54.3

 

  Sweden satisfaction  EPSI score
Länsförsäkringar Bank79.5
ICA Banken78.5
Sparbanken Öresund76.7
Sparbankerna75.3
Handelsbanken75.2
Skandiabanken74.6
Danske Bank71.4
SEB67.7
Swedbank66.7
Nordea66.4

 

 Norway satisfaction EPSI score
Terra71.4
DNB70.4
Handelsbanken70.4
Sparebanken Sør69
Focus Bank68.2
Sparebank 1 Gruppen66.7
Nordea63.7

 

 Finland satisfaction EPSI score
POP Pankki88.5
Säästöpankki87.9
Handelsbanken87.1
Aktia85.4
S-Pankki84.9
OP-Pohjola82.6
Sampo Pankki79.1
Nordea77

 

 Denmark satisfaction EPSI score
Handelsbanken78.2
Sydbank76.1
Nykredit Bank73.4
Jyske Bank71.8
Nordea71.8
Danske Bank62.3
preloader
Close Window
View the Magazine





You need to fill all required fields!