”We can clearly see that customer relationships have been put to the test during the year. Passive advice jeopardizes trust. Even in difficult situations, customers expect the bank to actively show the way”, says Johan Parmler, CEO of Swedish Quality Index, in a press release.
Last year, the banks' digital solutions and smooth self-service contributed to customers becoming more satisfied. That effect has leveled out this year.
”The decline in satisfaction shows that the banks must again prioritize personal contact and proactive advice to build trust”, continues Johan Parmler.
No bank receives a failing grade from customers, but none receive top grades either. As usual, it is the major banks that receive the worst grades. The only major bank to exceed the industry average for private customers' grades is Handelsbanken.
Savings banks: 74.6
Länsförsäkringar Bank: 72.7
Other banks: 70.4
Skandia: 70.4
ICA Bank: 69.6
Danske Bank: 68.0
Handelsbanken: 67.8
Industry: 67.1
Nordea: 66.6
SEB: 65.5
Swedbank: 60.4
The scale goes up to 100. 75 is the limit for "very satisfied customers" while 60 is the limit for "dissatisfied customers".
Source: Swedish Quality Index
