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Danske Bank improving, but it still has the most unsatisfied customers
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October 8th, 2014
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This article is more than 10 years old.
Nykredit and Nordea not doing well either
Every fifth Danish bank customer is considering changing banks, according to a new report by the independent and non-commercial performance rater EPSI, which also reveals that Danske Bank has retained its position as having the most unsatisfied customers across the Nordic countries.
The report showed that Danske Bank once again finished rock bottom for customer satisfaction, followed by Nykredit and Nordea. But it's not all bad news for the barrel-scraper as its approval ratings have improved, both with private and business customers, compared to last year.
“Danske Bank's improvements can primarily be traced to its smaller business customers,” the EPSI report (here in Danish) documented.
“They are now more satisfied customers than in previous years. Nordea and Danske Bank generally have greater customer satisfaction among larger and medium-sized companies than smaller companies.”
READ MORE: Danske Bank's customer exodus abating
Recovering from failures past
Danske Bank's image has taken a hit in recent years thanks to its controversial New Standards campaign in 2012 and its introduction of a fee in 2013, which meant that some customers had to pay for just having an account.
But last month, it was reported that following a year of losing 10,000 customers a month, Danske Bank has managed to stop haemorrhaging clients.
And despite the overall low confidence in banks, the EPSI report found that half of the 30,000 Nordic customers asked hadn't changed their bank within the last ten years, and that a quarter had never changed their primary bank.
The Swedish bank Handelsbanken was once again the bank with the most satisfied customers in both the private and business sectors.
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