SKI has since 2010 taking the temperature of the country’s banks. Generally, the major banks remained inferior to the customers’ eyes than smaller players that SBAB, Skandiabanken, Avanza and Länsförsäkringar done.
A and O is that the customer understands the product terms and pricing that are perceived as clear and transparent. And here comes the biggest banks fail. With the exception of Handelsbanken has the four major banks difficult to have satisfied customers in loans and savings and also as regards the conditions for housing loans.
Most satisfied customers on savings in securities, Avanza, which has been the best in the class within that category since records began. The figure of 79 indicates a strong relationship between the bank and the customer.
– Clients emphasize that it is simple to perform its services and manage their savings there, says David Sjöberg, Project Manager in Banking and Finance at SKI.
He notes that the trend that customers choose to split its financial commitment among several players continues. Particularly noticeable is that customers of large banks increasingly feel that their bank fails to meet their needs when it comes to savings in securities.
Customers calls, according Sjoberg, Simplicity and saving opportunities wider and not in primarily be fed with its own products.
Handelsbanken is located on second place, followed by Skandiabanken, when customers had their say about how satisfied they are with the Bank’s lending products. Nordea ports worst when customers value the bank’s savings in securities.
This year’s level for large bank, 61, tangent to the lowest figure from 2011 illustrates that the Bank’s major customers are on the verge of dissatisfied. The competitors SEB and Swedbank is a notch higher than Nordea.
– Crucial to the customer’s satisfaction with their bank is the simplicity to select and compare different savings options as well as the simplicity of the ongoing management of their savings, says David Sjöberg.
Tops category customer satisfaction housing in the private market does SBAB Bank strengthened its short compared to last year and took the past three competitors. Not far behind is Skandiabanken, Länsförsäkringar and Handelsbanken, the only major bank above the 70 level.
The other three major banks have a piece up to the 70 mark. SEB has dropped slightly since last year, landing at 67. We are making a shake-up and sniffs SEB in the neck. Swedbank has lost each year in the category of home loans since the first survey in 2010, and do so again this year and is in trouble at level 63 as a new jumbo.
SKI notes in the briefing to customers demanding that their bank should be more proactive about their mortgages. Clients often experience rather than having to chase their lenders to retain any discounts, as well as binding renewed without the customer’s consent.
Within the retail lending shows tracking the Ikano Bank has the most satisfied customers. Are least satisfied Nordea customers.
Customer Satisfaction mortgage – private customer reviews
| 1. | SBAB | 77 |
| 2. | Skandiabanken | 75 |
| 3. | Länsförsäkringar | 74 |
| 4. | Handelsbanken | 74 |
| 5. | SEB | 67 |
| 6. | Nordea | 66 |
Customer Satisfaction saving products
| 1. | Avanza | 79 |
| 2. | Handelsbanken | 72 |
| 3. | Skandiabanken | 66 |
| 4. | SEB | 64 |
| 5. | Swedbank | 64 |
| 6. | Nordea | 61 |
Källa: Swedish Quality Index
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