106

News

Nordea’s banking customers least loyal

Christian Wenande
November 24th, 2016


This article is more than 8 years old.

Panama Papers and IT problems among the reasons

Nej nej, nej Nordea (photo: Stefan Flöper)

According to a new survey undertaken by customer loyalty experts Loyalty Group, Nordea Bank has the least loyal bank customers in Denmark.

READ MORE: Nordea displaces Danske Bank as the Danish bank with the most dissatisfied customers

The survey, which was based on responses from 4,400 Danes, showed that Nordea’s recent issues – including its role in the Panama Papers scandal, long waiting times and IT problems – has had an impact in terms of customer satisfaction.

“I am sorry to read this and it’s something we take very seriously,” Torben Laustsen, the head of Nordea, told Børsen newspaper.

“It’s no surprise that the Panama Papers has influenced our customers’ opinion negatively. Moreover, IT issues and overly long waiting times on the phone have also had consequences overall.”

READ MORE: Danish banks linked to Panama papers

Echoes of New Standards 
Nordea’s customer woes are even worse than when Danske Bank took a significant customer-satisfaction hit in 2012 during its contentious New Standards campaign.

In the wake of the Panama Papers leak earlier this year, the Scandinavian bank was forced to admit that its internal procedures were inadequate and that it had indeed assisted in diverting money to tax havens.

“It’s super serious and the consequences are that it will be felt on the bottom line and top line as customers will look to move elsewhere,” John Norden, a partner in the banking portal Mybanker, told Børsen.

“The bank risks not only losing existing customers, but also these customers scaring off potential new customers.”

According to the survey, Arbejdernes Landsbank scored the highest when it comes to customer loyalty.


Share

Most popular

Subscribe to our newsletter

Sign up to receive The Daily Post

















Latest Podcast

A survey carried out by Megafon for TV2 has found that 71 percent of parents have handed over children to daycare in spite of them being sick.

Moreover, 21 percent of those surveyed admitted to medicating their kids with paracetamol, such as Panodil, before sending them to school.

The FOLA parents’ organisation is shocked by the findings.

“I think it is absolutely crazy. It simply cannot be that a child goes to school sick and plays with lots of other children. Then we are faced with the fact that they will infect the whole institution,” said FOLA chair Signe Nielsen.

Pill pushers
At the Børnehuset daycare institution in Silkeborg a meeting was called where parents were implored not to bring their sick children to school.

At Børnehuset there are fears that parents prefer to pack their kids off with a pill without informing teachers.

“We occasionally have children who that they have had a pill for breakfast,” said headteacher Susanne Bødker. “You might think that it is a Panodil more than a vitamin pill, if it is a child who has just been sick, for example.”

Parents sick and tired
Parents, when confronted, often cite pressure at work as a reason for not being able to stay at home with their children.

Many declare that they simply cannot take another day off, as they are afraid of being fired.

Allan Randrup Thomsen, a professor of virology at KU, has heavily criticised the parents’ actions, describing the current situation as a “vicious circle”.

“It promotes the spread of viruses, and it adds momentum to a cycle where parents are pressured by high levels of sick-leave. If they then choose to send the children to daycare while they are still recovering, they keep the epidemic going in daycares, and this in turn puts a greater burden on the parents.”