Swedish customer satisfaction with banks has decreased over the past year, according to the annual review by Svenskt Kvalitetsindex. The decline is attributed to passive advice and a lack of proactive guidance, despite previous gains from digital solutions. Handelsbanken is the only major bank to score above the industry average.
Swedes' Satisfaction with Banks Declines
Swedes' Satisfaction with Banks Declines
Swedish customer satisfaction with banks has decreased over the past year, according to the annual review by Svenskt Kvalitetsindex.
“We clearly see that customer relationships have been tested this year. Passive advice jeopardizes trust. Even in challenging situations, customers expect the bank to actively lead the way,” says Johan Parmler, CEO of Svenskt Kvalitetsindex, in a press release.
Last year, banks' digital solutions and smooth self-service contributed to higher customer satisfaction. This effect has leveled off this year.
“The decline in satisfaction shows that banks must once 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 marks either. As usual, the major banks receive the lowest ratings. The only major bank that scores above the industry average for private customer ratings is Handelsbanken.