Dutch consumers are relatively happy with their banks but the big three linger at the bottom of the rankings, the consumers association Consumentenbond said on Monday.
Regiobank is the best rated Dutch bank with a score of 9.3 out of 10, followed by ASN Bank on 9.1.
However, the major banks were well behind. Rabobank scored 7.2, ABN Amro 6.9 and ING, which has been at the centre of several high profile disputes about pay, trailed the list with 6.7.
The big three banks need to take action to improve, the Consumentenbond said, with one in 10 clients saying they are unhappy or very unhappy about the level of service.
Almost a quarter of Rabobank, ABN Amro and ING clients said they did not think their bank was sufficiently focused on their customers’ needs.
Survey respondents were particularly unhappy that the cost of banking is going up while they have had to do more themselves.
While 94% of the 14,000 people in the survey said they used internet banking and 66% used mobile banking apps, ING customers were unhappy about the decision to phase out the use of ‘tan’ codes for approving payments and require mobile approvals instead.
Respondents, the Consumentenbond said, feel they are being forced to use mobile apps when they do not want to.
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