01 Dec 2016 13:45

Customer satisfaction rising among large companies

SEB is making significant progress in Prospera's annual survey of customer satisfaction among large companies. Customer satisfaction is up almost across the board and among the largest companies SEB climbed to number one in the Nordic countries overall. SEB is particularly making progress in Sweden, where the bank extended its position as number one among both the largest companies and the segment below.

“It is a fantastic result. We are leaders in Sweden, but now we are at second place in at least one category in each of the other three Nordic countries as well. It is a sign of strength for our mission to provide customers comprehensive solutions based on expert advice and superior service,” says Johan Torgeby, co-head of Large Corporates & Financial Institutions.

257 companies answered

Prospera´s customer satisfaction survey Corporate Banking 2016 covers corporate& investment banking services. CFOs and treasury executives at 257 large companies, of which 124 are classified as Tier 1, answered the survey.

The respondents assess a variety of factors such as personal contacts, industry understanding, financial competence, service, strategic consulting, proactivity and quick decision making. Answers to these questions are put together into a rating on the overall delivery.

Prospera assigns ratings on a scale of one to five. On the overall Nordic level, SEB climbed into first place with a rating of 4.19, an increase of 0.11 units. Among all companies SEB remained in second place with 4.06, an increase of 0.05 units.

Progress in all Nordic countries

Sweden is the largest market and carries the greatest weight. SEB has long been at the top in customer satisfaction among both the largest and the slightly smaller firms there. However, here ratings increased significantly from already high levels. Among the largest companies, ratings rose to 4.32 from 4.09 and among all companies to 4.14 from 4.01.

But also in the other Nordic countries, SEB is making progress. Not least in Norway where SEB climbed to second place in both categories, Tier 1 and all companies.

In Denmark, SEB rose to second place in the all companies category, with the rating up to 4.12 from 4.05 last year. Among the largest companies in the country SEB ranked unchanged in third place.

In Finland, SEB climbed two places up to second place among the largest companies, but dropped one place to fourth in the all companies category.

Prospera, more formally known as TNS Sifo Prospera, is part of UK research firm Kantar.