 Press release 4.10.2004
Finnish customers are more satisfied with their banks than the Swedish customers with theirs. This is one of the new results from EPSI Rating research. The Finnish private customers gave their bank customer satisfaction index 75, 7 (on a scale from 0 to 100). The respective figure in Sweden was 67, 1. In Finland customer satisfaction has increased every year from 1999, when the first measurement was done by EPSI Rating methodology in Finland for the Finnish banks. The best satisfaction scores were given to the “smaller” banks, for example, Handelsbanken, Savings Banks, Local Co-operative Banks, Bank of Åland, and Tapiola Bank. Typical for them is that they mainly act locally or concentrate on special customer segments. Among the “big” banks, the best scores were given to OP Bank Group (index 78, 6), next was Nordea Bank (71, 8) and the third Sampo Bank (70, 0). Nordea’s customers´ satisfaction has been approximately at the same level the last years, but the score is at much higher level that in 1999. The data for the research was gathered by telephone interviews. The respondents were asked to evaluate the bank they mainly use. The respondents were selected by randomizing procedures to participate to the research. Totally 250 respondents we interviewed from each major bank. This research is a part of European Customer Satisfaction Research, EPSI Rating. It is coordinated by Institutet för Kvalitetsutveckling (SIQ) and Stockholm School of Economics. European quality organizations EFQM (European Foundation for Quality Management) and EOQ (European Organisation for Quality) are backing the research, as well as, the International Foundation for Customer Focus (IFCF). In Sweden, the same methodology has been used from the year 1984 and it covers already 18 industries in the Swedish economy. Also in Finland it is the intention to enlarge the research to cover the major industries in the Finnish economy. The research is coordinated in Finland by Dr. Juhani Kuokkanen at the Science and Business Park in Lahti. Additional information Dr. Juhani Kuokkanen, phone: +358-40-5093401, e-mail: juhani.kuokkanen@neopoli.info Docent Jan Eklöf. Phone: +46-70-6964185, e-mail: jan.eklof@hhs.se Internet: www.kvalitetsindex.se. Tables as an attachment Customer satisfaction indeces, private customers, Finnish banks, 20o4
| Finland | Sweden |
|---|
| Customer Satisfaction Indexes? 2004 | 75,7 | 67,1 |
| 1999 | 2000 | 2001 | 2002 | 2003 | 2004 |
|---|
| Customer Satisfaction Indexes? | 70.7 | 72.7 | 72.8 | 74.0 | 74.7 | 75,7 |
Banks | 2004 |
|---|
| Handelsbanken | 83,3 | | Other banks | 82,9 | | OP Bank Group | 78,6 | | Nordea Bank | 71,8 | | Sampo Bank | 70,0 | | Finland * | 75,7 |
* Weighted mean by market shares Banks | 1999 | 2000 | 2001 | 2002 | 2003 | 2004 |
|---|
| Nordea Bank | 66.6 | 69.9 | 69.8 | 72.2 | 72.6 | 71,8 | | OP Bank Group | 75.6 | 77.6 | 76.2 | 77.0 | 77.8 | 78,6 | | Sampo Bank | 69.7 | 67.0 | 67.6 | 67.6 | 69.7 | 70,0 | | Other banks | – | 80.2 | 79.1 | 77.0 | 76.9 | 83,1 | | Finland* | 70.7 | 72.7 | 72.8 | 74.0 | 74.7 | 75,7 |
* Weighted mean by market shares |