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Norway’s largest banks have had the worst ratings for customer satisfaction for several years. Now DNB and Nordea get even worse shots from their own clients.
CRISIS MEASURE – AGAIN: Nordea and DNB have the least satisfied bank customers in Norway, and they have become even less satisfied after the pandemic hit, according to a new survey.
NTB Scanpix
Published:
The disappointing development appears in a recent survey of several thousand bank customers, which was released Monday.
– It’s not a pleasant read to see such a report, DNB communications director Vibeke Hansen tells E24.
– This is far from good enough, says Randi Marijamaa, Nordea’s head of private market.
It is EPSI Rating that a large banking study presents every year. A recurring theme has been that Norway’s two largest banks, DNB and Nordea, are also the banks with the most dissatisfaction among customers. This was also the case last year.
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– Passivity and lack of follow-up
The recent 2020 report shows no improvement, on the contrary:
“Customer satisfaction for DNB and Nordea is falling dramatically from last year, and they both need to realize once again that they have the least satisfied bank customers in Norway.”
Overall customer satisfaction for Norwegian banks from 2003 to 2020. The private market is on the red line, the corporate market is blue.
EPSI rating
General customer comments to DNB and Nordea refer to passivity and lack of follow-through, according to the EPSI report.
– The study also shows that DNB and Nordea clients believe their banks have been less accessible in the past year, especially after the corona outbreak in March, explains Fredrik Høst, CEO of EPSI Rating.
Nordea scores 63.7 points on the customer satisfaction scale, compared to an industry average of 69.7 points.
– We are not satisfied with the result despite the fact that the industry as a whole is experiencing a decline, says Marijamaa in Nordea.
The bank is doing a little better than DNB, which is the last with 63.6 points.
Communications Director Vibeke Hansen at DNB
Stig B. Fiksdal
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DNB Manager: – Reputation is good
DNB communications director Vibeke Hansen says she doesn’t recognize herself in the disappointing result.
– Our own measures and other measures in the market color the image of this survey, says Hansen:
– They say that customer satisfaction is high and DNB’s reputation is good.
– This measure here tells a different story. Are you not very confident in the results?
– Yes, we take it into account, and we do not reject the survey, responds the DNB.
– He gives us feedback that is natural for us to see if we can learn something. But it also needs to be put into context with the feedback we receive and other measurements over time.
This is how banks score in customer satisfaction in the 2020 edition of the EPSI Rating banking study. The industry section has a gray bar.
EPSI rating
The industry is coming back
The new survey also shows that the regular banking customer in Norway has become less satisfied. EPSI analysts believe that the crown crisis has led to more stringent requirements for good customer service:
“Banks must show that they are there for customers, and customers now, more than ever, must be able to feel cared for,” the EPSI report states.
– This study shows that many banks have been too passive. In fact, most banks receive a high rating from clients when it comes to proactivity, Høst says.
It is Sbanken who heads this year’s banking study with the most satisfied customers, after an improvement over last year.
Hansen at DNB says that trust is new to the banking industry.
– That’s why we never finish working to earn the trust of customers.
