Providing customers with great digital experiences is more important than ever and Nordea’s digital services have recently been recognised externally by ratings agency D-Rating who ranked Nordea as a digital leader in their study of 58 European retail banks.
COVID-19 has accelerated the adoption of digital banking with more customers choosing digital channels for their interactions. Nordea expects increased digital engagement to be the new normal, complementing important differentiators such as branches and advisors.
“We are seeing a substantial increase in digital engagement, with the largest increase in digital adoption coming from our existing customers. COVID-19 has contributed to this – we have also listened to feedback from our customers, improved usability and launched many new features and products,” says Anders Nicander, Head of One Digital at Nordea.
Nordea has been rated highly by research agency D-Rating for richness of features and the banking offering in digital channels, and for the efficiency of our digital customer journeys and contact channels.
More offerings always close at hand
The offerings of digital services and products vary by country but feedback from Nordea customers is universal: they value convenient digital access to all of their banking needs, on the device of their choice.
Nordea’s mobile banking app is one of the highest rated mobile banking apps - ranking number one in Denmark, Finland and Sweden – with an average score of 4.5/5 from more than 860,000 reviews in app stores across the Nordics. The mobile app had 18 percent more visitors in Q3 compared to the same quarter in 2019.
“New features and products are constantly being added to the mobile bank to improve the customer experience. There are the essentials such as viewing transactions, paying bills, managing cards and savings and investments. Customers can also easily apply for many more products in our mobile bank,” explains Anders Nicander.
In Sweden and Norway customers can also see their accounts, loans and credit cards from other banks. This feature will soon be available in Denmark, and in Finland in 2021. In the future it will be possible to make payments from accounts with other banks through the mobile banking app.
“We receive a lot of feedback from customers – this is followed up by customer service – and we make improvements to better meet their needs. Not only to the mobile bank but across Nordea’s integrated app ecosystem. This includes apps that allow customers to easily access their daily banking services, and track their consumption and CO2 footprint,” says Anders Nicander.
He concludes: “Feedback from our customers and agencies such as D-Rating confirms that Nordea is making solid progress on our ambition to become the frontrunner in digital banking services.”
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