The short answer is that we will remove at least 150,000 awful customer experiences a year by facilitating that all banks can offer customers a self-service transfer of agreements from another bank. Bjørn Søland, Bits.
According to EPSI, 49% of those who switch banks in Norway do this because of better terms on the mortgage. This is one of the findings from EPSIs yearly customer satisfaction survey in the banking market in Norway. As has been common over the last years, Sbanken is still the bank with the most satisfied customers, despite DNBs plan to buy them. DNB on their side is at the bottom, only beaten by Danske Bank.
The most surprising finding in the study is that customer satisfaction for the corporate market has plummeted for the last two years. The most dissatisfied customers are small to medium-sized businesses (up to 20 persons). Fewer of these have an adviser, and the digital solutions aren’t good enough to compensate for this. This is interesting considering that we’re seeing many bets in the SMB field at the moment, like Aprila, Buffer, Folio, and Astat.