Customers trust their own bank but not the banking sector

Dutch bank customers have more confidence in their own bank than in the banking sector as a whole, according to the first Banking Confidence Monitor which was presented on Monday in Amsterdam.

The first copy was handed to finance minister Jeroen Dijsselbloem by Chris Buijink, chairman of the Dutch banking association, which carried out the survey.

Satisfactory

On a scale of 1 to 5, the 4,243 customers questioned rated confidence in the banking sector at 2.8. For their own bank, the rating was a more satisfactory 3.2.

Sustainable banks Triodos and ASN scored highest for confidence. Rabobank, which dominates the Dutch mortgage market, scored lowest on mortgages with 2.9. ABN Amro, one of the big four banks, had the lowest score in terms of dealing with loans.  ING was ranked lowest for investments.

The monitor also revealed how customers experience various bank services. These showed that banks score well for ‘savings’ and ‘payments’, with a 4.4 for each service. Mortgages score badly (2.8) and loans and investments are both on 3.3.

The Banking Confidence Monitor will be published annually. ‘The feedback will help us to find out what we have to do to improve confidence in the sector and our services,’ Buijink is quoted as saying at the report’s presentation.