POP Pankki, S-Pankki and Säästöpankki are at the top of the industry comparison

Finns bank customers are most satisfied with POP Bank, while Danske Bank receives the most praise from customers.

The information appears from EPSI Rating from industry research.

It is an academic organization that is ultimately owned by the Swedish state. It measures the satisfaction of private customers with an index ranging from 0 to 100, where less than 60 points means dissatisfaction in practice.

The average for the banking industry was 75.9, which means very high satisfaction.

Danskek, which is “at the bottom”, gets a good index number of 73.4.

EPSI Rating banks have succeeded in a demanding situation, because they have to balance between the automated digital age and personal service.

“Finding a balance and responding to the needs of the bank’s own customer base is easier said than done, but the latest readings speak to the success of banks in this area,” states the country director of EPSI Rating Finland in the press release. Heidi Laitinen.

However, many are poisoned by the artificial intelligence bots in the banks’ online services. Bad artificial intelligence can lead to even wider irritation towards the bank.

“In this case, customer satisfaction is in danger of even collapsing,” explains Laitinen.

Business customers are a bit more critical than private customers. The industry’s average index remains more than two units lower at 73.3.

For the Banking and Finance 2024 study, 1,514 private customers and 1,214 business customers who have a customer relationship with a bank operating in Finland were interviewed. The interviews were conducted at the end of June and in August 2024.