After some years of downward trend appears to bank customers become increasingly satisfied with their banks. Customer Satisfaction Index for the industry as a whole, rising from 68.7 to 69.0.
After the customers of smaller banks for years have been more satisfied and loyal seen some decline. Instead, the four major banks, as a group, which strengthened in relation to the smaller players.
Three of the four big banks have got satisfied customers. Especially SEB stand out with strong growth, especially in the private but also in the business. Handelsbanken may not exceed the ratings of the four major banks.
But the best in class is Länsförsäkringar Bank, although there are large regional differences. Customers residing on smaller orders is especially pleased.
Swedbank go against the flow and decreases in customer satisfaction measurement and end up last in the poll. Last year was the last place Nordea.
Customer Satisfaction retail SKI 2014:
| Actor | 2010 | 2011 | 2012 | 2013 | 2014 |
| Danske Bank | 71.6 | 72.1 | 71.4 | 67.3 | 65.4 |
| Handelsbanken | 78.3 | 77.8 | 75.2 | 74.2 | 74.3 |
| ICA Bank | 75.6 | 79.4 | 78.5 | 79.0 | 73.1 |
| Länsförsäkringar Bank | 79.6 | 80.1 | 79.5 | 74.3 | 74.4 |
| Nordea | 71.3 | 70.7 | 66.4 | 64.1 | 64.5 |
| SEB | 70.0 | 69.5 | 67.7 | 66.2 | 69.6 |
| Skandia | 78.0 | 75.4 | 74.6 | 75.1 | 69.8 |
| Savings Skåne | 69.1 | ||||
| Savings Banks | 75.8 | 76.0 | 75.3 | 74.6 | 74.1 |
| Swedbank | 70.3 | 70.2 | 66.7 | 65.2 | 64.0 |
| Industry | 73.0 | 73.0 | 69.7 | 68.7 | 69.0 |
No comments:
Post a Comment