Customer satisfaction Finland. Nordnet Bank AB

Customer satisfaction Finland Nordnet Bank AB

List of contents 1. Summary 2. Conclusions and recommendations 3. Results 4. About the survey o Questions in the survey o Method description o Background variables o The structure of the material o Region distribution o Statistical uncertainty o Presentation and interpretation of data 5. About YouGov 2

3 Results

4 out of 10 own shares and/or funds. Question 1. Do you own shares and/or funds? Base: Total (3784) Only own shares 11% Only own funds 16% Own shares and/or funds (NET): 44% Own shares (NET): 28% Own funds (NET): 33% Own both shares and funds 17% Own neither shares nor funds 56% Screened out from survey 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% The target group for the survey was identified as men and women aged 18-74 in Finland, that own shares and/or funds. 4 out of 10 own shares and/or funds in Finland. Men own shares to a higher extent than women. It is also more common among men to own both shares and funds compared to women. Finnish people aged 55 years or older and Finns with a household income of 40.500 euro per year or more are more likely to own shares, or both shares and funds. 4 It is also more common among Helsinki-Uusimaa residents to own both shares and funds.

Nordea and OP-Pohjola are the banks where most people have bought their shares or funds. Nordnet is the fifth most common bank for buyers of shares and funds. Question 2. Through which bank or stockbroker have you bought your shares and/or funds? Base: Own shares and/or funds (1683) Nordea OP-Pohjola Danske Bank S-Pankki Nordnet FIM Säästöpankki Aktia LähiTapiola Handelsbanken Evli Ålandsbanken Lynx De Giro Interactive Brokers (IB) Saxo Broker other than the above please state. Don t know 5% 5% 4% 4% 3% 2% 2% 1% 0% 0% 0% 7% 6% 10% 14% 13% Low base (lower than 40) 29% 29% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% There are more men than women, more younger people (aged 18-34) and more residents living in a city area among Nordnet customers compared to other banks customers. 5

3 out of 4 have a saving through funds with their bank. Almost half have a saving through shares and 1 out of 10 have a pension saving in securities. Question 3. Which types of investments do you have with...? Base: Own shares and/or funds and purchased stocks/mutual funds through any of the named brands (1507) Saving through shares 47% Saving through funds 72% Pension saving in securities 11% Other types of investments 16% Don t know 7% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 16% have other types of investments. It is more common among men and high earners (household income higher than 94500 euros or more) to save through shares. There are more Finnish people aged 35-54, compared to younger and elderly age groups, having a saving through funds. 6

Among Nordnet s Finnish customers it is more common to have a saving through shares, compared to the other banks customers Question 3. Which types of investments do you have with...? Base: Own shares and/or funds and purchased stocks/mutual funds through any of the named brands Saving through shares Saving through funds Pension saving in securities Other types of investments Don t know OP-Pohjola (490) 41% 71% 11% 14% 6% Nordea (485) 47% 63% 11% 16% 6% Danske Bank (234) 34% 66% 13% 15% 6% S-Pankki (215) 17% 80% 2% 9% 5% Nordnet (176) 81% 51% 2% 7% 2% FIM (90) 19% 67% 9% 8% 8% Säästöpankki (88) 30% 74% 8% 14% 4% LähiTapiola (76) 12% 70% 11% 8% 10% Aktia (65) 22% 70% 10% 15% 9% Handelsbanken (49) 21% 76% 10% 17% 5% = Indicates a higher or lower value of the bank compared to the total ( 90% probability). 7

Nordnet is the bank in Finland, followed by Handelsbanken, that most customers would recommend for investments in securities to a colleague or friend. Question 4. How likely is it that you would recommend... for investments in securities (such as shares or funds) to a colleague or friend? Base: Own shares and/or funds and purchased stocks/mutual funds through any of the named brands Promoters (9+10) Nordnet (175) Handelsbanken (46) S-Pankki (196) OP-Pohjola (437) LähiTapiola (69) Säästöpankki (81) Danske Bank (211) Nordea (447) Aktia (56) FIM (83) 21% 21% 20% 17% 29% 28% 27% 26% 34% 47% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% The larger banks, including OP-Pohjola, Danske Bank and S-Pankki, are recommended to a lower extent than Nordnet. More among the older age group (aged 55-74) that would recommend their bank to a colleague or friend. 8

NPS NPS Net Promoter Score: Promoters - Detractors 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% -10% -20% -30% -40% -50% -60% 25% 47% 28% OP-Pohjola (437) 3% 43% 36% 33% 21% 21% Nordea (447) Detractors (0-6) Neutrals (7-8) Promoters (9-10) NPS -15% 46% 45% Danske Bank (211)-12% 27% 29% S-Pankki (196) 2% 15% 38% 47% Nordnet (175) 32% 36% 47% 17% FIM (83) -19% 23% 52% 38% 36% 26% 27% Säästöpankki (81) 3% 29% 51% 20% Lähi- Aktia Tapiola (56) (69) -11% -9% 37% 34% 29% Handelsbanken-3% (46) 9

Online services are the most commonly used services among customers. Question 5. Which services provided by... have you used over the past 6 months? Base: Own shares and/or funds and purchased stocks/mutual funds through any of the named brands (1507) Online services 66% Personal meeting 34% Customer support by e-mail/chatting 22% Customer support over the phone 22% Services using an app 19% Telephone contact with a personal banking advisor 10% Other type of service 5% Haven t used any service over the past 6 months 19% Don t know 2% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% The second most common used service is a personal meeting with their bank (34%). Appr. 20% have used customer support by e-mail/chatting, over the phone or by using an app. Appr. 20% haven t used any service over the past 6 months. Younger people (aged 18-34) have used services using an app to a higher extent than people aged 35+. It is more common that people aged 55+ have had a personal meeting. High earners (with a household income more than 94.500 euros or more) have used services using an app to a higher extent than those earning less. 10

Using online services is even more common among Nordnet customers. Question 5. Which services provided by... have you used over the past 6 months? Base: Own shares and/or funds and purchased stocks/mutual funds through any of the named brands Customer support over the phone Customer support by e-mail/ chatting Personal meeting Telephone contact with a personal banking advisor Online services Services using an app Other type of service Haven t used any service over the past 6 months Don t know OP-Pohjola (490) 22% 22% 38% 8% 66% 17% 3% 11% 2% Nordea (485) 20% 17% 34% 8% 59% 15% 5% 16% 1% Danske Bank (234) 24% 21% 26% 13% 56% 15% 3% 16% 1% S-Pankki (215) 8% 12% 22% 5% 63% 27% 4% 11% 2% Nordnet (176) 6% 16% 2% 1% 72% 17% 4% 17% 2% FIM (90) 9% 13% 17% 15% 42% 15% 2% 29% 3% Säästöpankki (88) 22% 19% 51% 6% 56% 14% 7% 9% 2% LähiTapiola (76) 11% 20% 17% 6% 40% 1% 4% 26% 7% Aktia (65) 19% 11% 24% 7% 36% 12% 5% 34% 2% Handelsbanken (49) 15% 23% 32% 14% 52% 12% 2% 18% = Indicates a higher or lower value of the bank compared to the total (90% probability). Fewer among Nordnet customers have had personal contact over the phone or a personal meeting. 11

8 out of 10 Nordnet customers in Finland are satisfied. FIM customers are the least satisfied. Question 7. How satisfied or dissatisfied are you overall with...? Base: Own shares and/or funds and purchased stocks/mutual funds through any of the named brands Fairly/Extremely satisfied (4+5) Nordnet (176) 81% OP-Pohjola (490) S-Pankki (215) 75% 77% Säästöpankki (88) 70% Nordea (485) Handelsbanken (49) Aktia (65) Danske Bank (234) LähiTapiola (76) 65% 62% 60% 57% 54% FIM (90) 48% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 12

Prices are generally what customers are most dissatisfied with. Question 6. How satisfied or dissatisfied are you with...? Base: Own shares and/or funds and purchased stocks/mutual funds through any of the named brands (1507) Online investments services 2% 7% 24% 44% 23% 18% Dissatisfied (4+5) 8% Customer support regarding investments 3% 8% 27% 36% 19% 24% 11% Advice on investments 3% 9% 28% 37% 20% 21% 12% The range of investment products (e.g. range of different funds, ETFs or certificates) 2% 7% 26% 38% 17% 26% 9% The range of markets for equity investment 2% 7% 27% 40% 19% 24% 9% Online information on investments 2% 8% 27% 45% 17% 18% 10% Costs in the event of purchase or sale of shares/funds 5% 15% 31% 34% 14% 20% 18% Inspiration for investments 3% 10% 31% 35% 14% 23% 13% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Extremely dissatisfied Fairly dissatisfied Neither satisfied nor dissatisfied Fairly satisfied Extremely satisfied Don t know 13

Nordnet has the most satisfied customers regarding online investment services; almost 3 out of 4 of Nordnet s customers are satisfied. Question 6.1 How satisfied or dissatisfied are you with online investments services at...? Base: Own shares and/or funds and purchased stocks/mutual funds through any of the named brands Fairly/Extremely satisfied (4+5) Nordnet (176) 75% OP-Pohjola (490) S-Pankki (215) Danske Bank (234) Handelsbanken (49) FIM (90) 63% 60% 57% 55% 53% Nordea (485) Säästöpankki (88) LähiTapiola (76) Aktia (65) 49% 49% 47% 46% Dissatisfied: Nordnet: 4% Other: 8% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 14

Nearly half of the Nordnet customers are satisfied with customer support regarding investments. Question 6.2. How satisfied or dissatisfied are you with customer support regarding investments at...? Base: Own shares and/or funds and purchased stocks/mutual funds through any of the named brands Fairly/Extremely satisfied (4+5) Säästöpankki (88) 55% OP-Pohjola (490) 52% Handelsbanken (49) 51% Danske Bank (234) 50% FIM (90) 48% Nordnet (176) 46% Aktia (65) Nordea (485) S-Pankki (215) 40% 40% 45% Dissatisfied: Nordnet: 5% Other: 11% LähiTapiola (76) 39% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 15

Nordnet has the least satisfied customers regarding advice on investments; 4 out of 10 are satisfied. Question 6.3. How satisfied or dissatisfied are you with advice on investments at...? Base: Own shares and/or funds and purchased stocks/mutual funds through any of the named brands Fairly/Extremely satisfied (4+5) Säästöpankki (88) OP-Pohjola (490) 55% 58% Danske Bank (234) Handelsbanken (49) Aktia (65) Nordea (485) 50% 48% 46% 45% FIM (90) LähiTapiola (76) S-Pankki (215) 38% 41% 41% Dissatisfied: Nordnet: 9% Other: 12% Nordnet (176) 37% 24% answered Don t know 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Only 1 out of 10 of the Nordnet customers are dissatisfied with the advice on investments. 1 out of 4 have answered Don t know on the question. Few Nordnet customers have had a personal contact with the bank s personnel. 16

7 out of 10 Nordnet customers are satisfied with the range of investment products. Customers at LähiTapiola are the least satisfied. Question 6.4. How satisfied or dissatisfied are you with the range of investment products (e.g. range of different funds, ETFs or certificates) at...? Base: Own shares and/or funds and purchased stocks/mutual funds through any of the named brands Fairly/Extremely satisfied (4+5) Nordnet (176) Säästöpankki (88) OP-Pohjola (490) Handelsbanken (49) Danske Bank (234) S-Pankki (215) Aktia (65) FIM (90) Nordea (485) LähiTapiola (76) 36% 51% 48% 47% 46% 46% 45% 44% 41% 71% Dissatisfied: Nordnet: 5% Other: 9% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 17

Also regarding the range of markets for stock investments, Nordnet customers are the most satisfied; 8 out of 10 are satisfied with the range. Question 6.5. How satisfied or dissatisfied are you with the range of markets for stock investments at...? Base: Own shares and/or funds and purchased stocks/mutual funds through any of the named brands Fairly/Extremely satisfied (4+5) Nordnet (176) 78% FIM (90) OP-Pohjola (490) Danske Bank (234) Nordea (485) Säästöpankki (88) S-Pankki (215) Handelsbanken (49) Aktia (65) 54% 51% 50% 47% 47% 45% 44% 43% Dissatisfied: Nordnet: 6% Other: 9% LähiTapiola (76) 35% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 18

Nordnet customers are also the most satisfied with online information on investments. Question 6.6. How satisfied or dissatisfied are you with online information on investments at...? Base: Own shares and/or funds and purchased stocks/mutual funds through any of the named brands Fairly/Extremely satisfied (4+5) Nordnet (176) 71% S-Pankki (215) Aktia (65) OP-Pohjola (490) 56% 55% 55% Danske Bank (234) FIM (90) 51% 50% Nordea (485) Säästöpankki (88) Handelsbanken (49) LähiTapiola (76) 45% 45% 42% 40% Dissatisfied: Nordnet: 6% Other: 10% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 19

Nordnet customers are also most satisfied with the costs in the event of purchase or sale; 6 out of 10 Nordnet customers are satisfied with this factor. Question 6.7. How satisfied or dissatisfied are you with costs in the event of purchase or sale of shares/funds at...? Base: Own shares and/or funds and purchased stocks/mutual funds through any of the named brands Fairly/Extremely satisfied (4+5) Nordnet (176) S-Pankki (215) Säästöpankki (88) FIM (90) OP-Pohjola (490) Handelsbanken (49) Aktia (65) LähiTapiola (76) Danske Bank (234) Nordea (485) 35% 35% 34% 31% 40% 40% 39% 49% 51% 57% Dissatisfied: Nordnet: 15% Other: 18% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 20

Half of the Nordnet customers are satisfied with the inspiration for investments, which is on the same level as FIM. Question 6.8. How satisfied or dissatisfied are you with inspiration for investments at...? Base: Own shares and/or funds and purchased stocks/mutual funds through any of the named brands Fairly/Extremely satisfied (4+5) Nordnet (176) FIM (90) Handelsbanken (49) Säästöpankki (88) OP-Pohjola (490) Aktia (65) Danske Bank (234) S-Pankki (215) LähiTapiola (76) 52% 49% 47% 46% 44% 43% 43% 42% 41% Dissatisfied: Nordnet: 6% Other: 13% Nordea (485) 34% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 21

The main reasons why customers are satisfied with Nordnet are prices and the fact that they have met few problems. Question 9. Why are you satisfied with Nordnet? Base: Satisfied with the bank (n=133) Example open answers (All open answers in separate excel-file) Headline/headlines are 3% or more of the base 81% is satisfied No problems / Satisfied / Easy (54 st) - kaikki on tähän asti toiminut sujuvasti - Kaikki sujuu hyvin ja luontevasti. Ainoa huono asia on, että muutamia asioita joutuu verkkopalvelussa etsimään. Eivät löydy oman logiikan mukaisesti - Helppo Good/Cheap prices (49 st) - Kohtuulliset kaupankäynti palkkiot ja hyvä asiakaspalvelu - Taas verkossa kaikki, erittäin kohtuulliset palkkiot - Laaja valikoima sijoituskohteita ja matalat kaupankäyntikulut, ei säilytyskuluja. Good internet bank / homepage (28 st) - Hyvä verkkopankki, verkkosivut ja asiakaspalvelu - Taas verkossa kaikki, erittäin kohtuulliset palkkiot - Helppokäyttöisyys Good products for me / investments (21 st) - Monipuoliset palvelut. - Sopii itselleni - Täyttää tarpeeni miltei täysin sijoituspankkitoiminnoissa. Good service / Flexible (13 st) - Kohtuulliset kaupankäynti palkkiot ja hyvä asiakaspalvelu - laadukas palvelu - Hyvä palvelu. 22 Don t know: 1

The most common reason for customers being satisfied with Aktia is their good and personal service. Question 9. Why are you satisfied with Aktia? Base: Satisfied with the bank (n=39) Example open answers (All open answers in separate excel-file) Headline/headlines are 3% or more of the base 60% is satisfied Good / Personal service (13 st) - Hyvä palvelu - Saan henkilökohtaista palvelua.minua kuullaan. - Olen saanut hyvää palvelua No problems / Satisfied / Easy / Trustworthy (11 st) - Kaikki toimii ookoo. Sijoitukset hoitaa POPpankki - Luotettava - Hommat hoituvat Good products for me / investments (6 st) - minun saamani palvelut ovat alentaneet minun kuukautisia kustannuksia huomattavasti - Hyvä tarjonta debentuurilainoista. - On minun tarpeitteni mukainen. 23 Don t know: 3

Long relationship with the bank and few problems in general are the key factors for satisfaction with Danske Bank. Question 9. Why are you satisfied with Danske Bank? Base: Satisfied with the bank (n=136) Example open answers (All open answers in separate excel-file) Headline/headlines are 3% or more of the base 57% is satisfied No problems / Satisfied / Long customership (58 st) - kaikki toimii ihan ok - Asiat ovat toimineet hyvin. Ei valitettavaa. - 30 vuotta asiakkaana ja ei mitään ongelmia Good / Fast / Skilled service (43 st) - Hyvä palvelu - Olen saanut hyvää palvelua ja ohjausta tapaamisissa - Asiantuntevaa ja vaivatonta kanssakäymistä. Good internet bank / homepage (16 st) - Toimiva nettipankki - Verkkopalvelu on helppokäyttöinen - toimiva verkkopankki ja hyvä puhelinpalvelu Good products for me / investments (12 st) - Saanut lainaa kun tarvinnut sitä. - Danske Bank on hoitanut sijoitustoiminnan hyvin ja samoin siitä tiedottamisen sivustolla. - Tarpeisiini sopiva pankki. Ainoastaan palvelumaksut ovat turhan korkeat 24 Don t know: 2

The main reasons for being satisfied with FIM are that the customers have met few problems in general and that the relationship with the bank have been easy. Question 9. Why are you satisfied with FIM? Base: Satisfied with the bank (n=43) Example open answers (All open answers in separate excel-file) Headline/headlines are 3% or more of the base 48% is satisfied No problems / Satisfied / Easy (18 st) - kaikki toimii - Ei mitään valittamista - ei ole ollut ongelmia Good / Skilled service / Flexible (13 st) - Asiakaspalvelun laatu. - Asiat hoituu sujuvasti. Asiakaspalvelu on ystävällistä ja ammattitaitoista. - Palvelun taso. Good products for me / investments (5 st) - hyvät palvelut ja rahastot - Koska se on yhdistynyt s-pankkiin ja sieltä saa laajemman valikoiman. - sijoitukseni siellä ovat menestyneet Good internet bank / homepage (3 st) - Rahastopalvelut ovat toimineet hyvin verkossa. - Hyvä käyttöliittymä. - Yhteistyö S-pankin kanssa. Hyvät verkkosivut ja sovellukset (Spankki). Kohtuullinen valikoima sijoitustuotteita. Helppo kaupankäynti. 25 Don t know: 2

Lack of problems and good service are the most common reasons for being satisfied with LähiTapiola. Question 9. Why are you satisfied with LähiTapiola? Base: Satisfied with the bank (n=41) Example open answers (All open answers in separate excel-file) Headline/headlines are 3% or more of the base 54% is satisfied No problems / Satisfied (13 st) - Kaikki toimii hyvin - Kaikki toimii, ei liikaa maksuja - Asiat hoituvat, palvelu pelaa, kohtuulliset palkkiot. Ei ole syytä, miksi en olisi tyytyväinen Lähitapiolaan. Good service (11 st) - Lähellä ja palveku on ystävällistä - Hyvää asiakaspalvelua - Asiakaspalvelu on ollut sujuvaa ja rahastot ovat plussalla, palkkiot ovat kohtuullisia. Good / Cheap prices (6 st) - Kaikki toimii, ei liikaa maksuja - Pienet kulut. - Asiakaspalvelu on ollut sujuvaa ja rahastot ovat plussalla, palkkiot ovat kohtuullisia. Dissatisfied (2 st) - Ei tarjolla matalien kulujen indeksirahastoja. - Lähitapiola on kaukana kodistani Good internet bank / homepage (2 st) - Vaihdoin pankkiin kun perustettiin, ollut tyytyväinen. En tarvitse konttoria, kun netin yli voi hoitaa pankkiasiat. - Toimii ja helppokäyttöinen. 26 Don t know: 3

The main reasons why customers are satisfied with Handelsbanken are good personal service and the fact that they have met few problems with the bank. Question 9. Why are you satisfied with Handelsbanken? Base: Satisfied with the bank (n=32) Example open answers (All open answers in separate excel-file) Headline/headlines are 3% or more of the base 62% is satisfied No problems / Satisfied (13 st) - Ei mitään negatiivista kokemusta. - Kaikki sujuu vaivatta - siellä vaan kaikkitoimii. ei tarvitse jonotella Good / Personal service / Flexible (11 st) - henkilökohtaista palvelua - Hyvä palvelu ja minulle sopivat tuotteet - Joustava asiointi Good products for me / investments (5 st) - Kaikkea palvelua saa mitä tarvitsee. - Ensimmäinen paikka mistä olen saanut Mastercard kortin - Hyvä palvelu ja minulle sopivat tuotteet 27 Don t know: 2

Long customership, trustworthiness and lack of problems are the main reasons for being satisfied with Nordea. Question 9. Why are you satisfied with Nordea? Base: Satisfied with the bank (n=324) Example open answers (All open answers in separate excel-file) Headline/headlines are 3% or more of the base 65% is satisfied No problems / Satisfied / Familiar, long customership / Trustworthy (180 st) - Hyvät palvelut verkossa. Luotettava pankki. - Luottamus ja hyvä palvelu - 40 v asiakassuhde Skilled / Fast / Friendly service / Flexible (93 st) - Hyvä palvelu edulliset kulut - Luottamus ja hyvä palvelu - Ystävällinen ja nopea palvelu. Good products for me / investments (31 st) - Olen saanut aina ne palvelut joita tarvitsen. - Kattavat palvelut, hyvin toimivat mobiilisovellukset - Peruspalvelut ja valikoima hyvässä mallissa, se riittää allekirjoittaneelle. Good internet bank / homepage (23 st) - Toimii myös mobiilissa. - Palvelut verkossa toimivat hyvin. Helppokäyttöisiä. - Hyvät palvelut verkossa. Luotettava pankki. Good prices (6 st) - Ihan kohtuulliset palvelumaksut - kohtalaiset kulut - Hyvä palvelu edulliset kulut 28 Don t know: 10

The main reasons why customers are satisfied with OP-Pohjola are trustworthiness and that services are easy to use. Question 9. Why are you satisfied with OP-Pohjola? Base: Satisfied with the bank (n=376) Example open answers (All open answers in separate excel-file) Headline/headlines are 3% or more of the base 77% is satisfied No problems / Satisfied / Easy / Trustworthy (179 st) - kaikki hoituu hyvin - Asiat ovat luistaneet vuosikymmeniä sekä yksityispankissa etta yrityspankissa - Asiat on aina hoitunut hyvin Good/Friendly service/flexible (119 st) - erinomaista palvelua - Eipä oo mittää ongelmaa koskaan ollut. Joustava. - Paikallinen, suomalainen ja hyvää palvelua tarjoava Good products and services for me / Bonuses/ Investments (64 st) - Pankki- ja vakuutusalvelut samalta sivustolta - Bonukset - Sijoitukset ovat tuottaneet hyvin. Good locations / opening hours / Finnish (30 st) - Lähellä, saa tarvittaessa neuvontaa - Paikallinen, suomalainen ja hyvää palvelua tarjoava - Pankissa on hyvä ja monipuolinen palvelu. Pankin sijainti on lähellä. Good internet bank / homepage (18 st) - Kokonaisvaltaiset pankkipalvelut verkkoympäristössä. - sama käyttöliittymä muiden pankki asioiden kanssa - Kaikki tarvittava löytyy verkkopalvelusta Good/Cheap prices (11 st) - Bonusten ansiosta ei mene palvelumaksuja - Fyysisesti konttori sijaitsee lähellä. On tuttu ja turvallinen vuosien ajalta. Kultakorttiasiakkaalla paljon hyviä etuja. palvelumaksut ovat kohtuulliset (seuraava korotus on jo liikaa!) - Nettisivut ovat kohtuullisen yksinkertaiset, pankki ei laskuta paljoa palvelumaksuja 29 Don t know: 11

The main reason why customers are satisfied with S-Pankki is that the contact has been easy and that they have not met any problems. Question 9. Why are you satisfied with S-Pankki? Base: Satisfied with the bank (n=163) Example open answers (All open answers in separate excel-file) Headline/headlines are 3% or more of the base 75% is satisfied No problems / Satisfied / Easy (73 st) - Ei valittamista - Asiat lutviutuvat vikkelään - Kaikki sujuu Good/Cheap prices (29 st) - ei tartte maksaa turhista - Ei palvelumaksuja - Edulliset palvelumaksut Good locations/opening hours (25 st) - Asiakaspalvelu auki pitkään, mobiilisovellukset jne. - Helppoa kauppareissulla hoituu - on lähes aina auki Good products for me / Investments / Bonuses (20 st) - se on oiva taloustili, johon litetty nyt myös pieni säästörahasto - S-Pankki on tällä hetkellä helpoin tapa aloittaa rahastosäästäminen. Fimin rahastoihin sijoittaminen esimerkiksi S-Bonuksilla on niin helppoa ja vaivatonta että jokainen pystyy tekemään niin. - Helppoa aloittaa rahastosäästäminen siirtämällä s-bonukset suoraan rahastosäästämiseen Good / Friendly service / Flexible (17 st) - Ammattitaitoinen asiakaspalvelu - Sujuvaa palvelua. - Saan henkilökohtaista palvelua. Good internet bank / homepage (15 st) - Hyvät verkkosivut ja mobiilipalvelut. Edullinen. - s pankin verkko sivu on helppo käyttää - Asiakaspalvelu auki pitkään, mobiilisovellukset jne. 30 Don t know: 9

Good and friendly service is the main reason for being satisfied with Säästöpankki. Question 9. Why are you satisfied with Säästöpankki? Base: Satisfied with the bank (n=60) Example open answers (All open answers in separate excel-file) Headline/headlines are 3% or more of the base 70% is satisfied Good / Personal / friendly service (38 st) - Ystävällistä palvelua - Konttori sijaitsee lähellä asuntoani ja siellä on helppoa ja nopeaa asiointi. Lisäksi verkkopankki toimii hyvin ja on selkeä. - Olen saanut jopa henkilökohtaista palvelua aina kun olen tarvinnut. Good prices (5 st) - Edullisempi kuin muut. - Pienemmät palvelumaksut kuin muualla ja henkilökohtainen palvelu. Konttori omalla paikkakunnalla auki koko päivän. - Voin kävellä sisälle koska vain ja aina saan joka asiaan ystävällistä ja asiantuntevaa palvelua,sekä palvelumaksut ovat kohtuulliset. No problems / Satisfied (14 st) - Kaikki toimii ja palvelu pelaa - Palvelu on toiminut. - Loppujen lopuksi asiat sujuvat Good products for me / investments (4 st) - Pankissa saa kaikkea palvelua mitä tarvitsee. - Olen saanut tarvittaessa lainaa... joskus kylläkin liian kalliilla korolla - Sijoituksia hoidettu hyvin. Tietääkseni ainoa pankki, josta voi nostaa rahaa ja vieläpä koko pankin aukioloajan. Good location / opening hours (5 st) - Konttori sijaitsee lähellä asuntoani ja siellä on helppoa ja nopeaa asiointi. Lisäksi verkkopankki toimii hyvin ja on selkeä. - konttori paikkakunnalla - Sijoituksia hoidettu hyvin. Tietääkseni ainoa pankki, josta voi nostaa rahaa ja vieläpä koko pankin aukioloajan. Good internet bank / homepage (2 st) - Ei palvelukatkoja. - Konttori sijaitsee lähellä asuntoani ja siellä on helppoa ja nopeaa asiointi. Lisäksi verkkopankki toimii hyvin ja on selkeä. 31 Don t know: 1

Bad service and high prices are the main reasons for being dissatisfied with Danske Bank. Question 8. Why are you dissatisfied with Danske Bank? Base: Dissatisfied with the bank (n=42) Example open answers (All open answers in separate excel-file) Headline/headlines are 3% or more of the base 18% is dissatisfied Bad / unskilled service (18 st) - Koen, että henkilökohtaisesti saamani palvelu on ollut huonoa. - Asiakasta halveksiva asiakas"palvelu - Toimii typerästi suhteessa asiakkaisiin paikkakunnilla, joissa ei ole konttoria. Expensive (12 st) - kalliit kustannukset - Kallis ulkolainen ja harvassa toimipisteitä - asiakkaalle kallis Bad opening hours / No offices (8 st) - Kallis ulkolainen ja harvassa toimipisteitä - Kalliit palvelumaksut, ei konttoreita - Toimii typerästi suhteessa asiakkaisiin paikkakunnilla, joissa ei ole konttoria. Bad internet bank / homepage (5 st) - Verkkopankki on surkea eikä toimi Linuxissa. - surkea verkkopankki edelleen - No kun mikään ei toimi. Mutu tiedolla mennään. Ei voi kuin kiertää kaukaa. Not dissatisfied (4 st) - Hyvää palvelua. - painoinvääärää nappia olen erittäin tyytyväinen - en ole tyytymätön Not Finnish (2 st) - Kallis ulkolainen ja harvassa toimipisteitä - huono sijoitusneuvonta ja asiantuntemuksen puutteellisuus ja ei ole asiakaslähtöinen ja lisäksi ulkomaalaisomistus 32 Don t know: 2

Bad service is the main reason for being dissatisfied with Nordea. Question 8. Why are you dissatisfied with Nordea? Base: Dissatisfied with the bank (n=76) Example open answers (All open answers in separate excel-file) Headline/headlines are 3% or more of the base 16% is dissatisfied Bad / unskilled service (35 st) - Tylyä palvelua - Ei tarpeeksi konttoreita enään ja aukioloajat ovat surkeita - Huono asiakaspalvelu, pitkät jonot Expensive (17 st) - Osaamatonta ja kallista. - Korkeat palkkiot - Sivut ovat kohtalaiset mutta vielä tehtävä asialle jotain. Hinnat liian korkeat Not dissatisfied (13 st) - En ole tyytymätön vaan melko tyytyväinen. - Kaikki pankkiasiat sujuvat hyvin. - Vahinko.tarkoitin melko tyytyväinen. 33 Bad opening hours/bad terms/no offices (9 st) - Kallis ja kapeat tuotteet - ei köyhille, eikä taviksille - Ei tarpeeksi konttoreita enään ja aukioloajat ovat surkeita Don t know: 1 Bad internet bank / homepage (6 st) - Sivut ovat kohtalaiset mutta vielä tehtävä asialle jotain. Hinnat liian korkeat - Joissakin kohdissa sen nettisivustossa ei ole tarpeeksi tietoa. - Palvelu neuvojien kanssa on erikoista, yhteyttä ei pidetä. Yritetään myydä asioita joita ei tarvitse. Verkkopankin kautta saa sekavaa tietoa. Vaihdoin pankkia juuri äsken koska olin Nordeaan tyytymätön. Not satisfied (3 st) - Tosi huono pankki - en tykkää - Huono yksityisasiakkaalle

Bad service is also the main reason for being dissatisfied with OP-Pohjola. Question 8. Why are you dissatisfied with OP-Pohjola? Base: Dissatisfied with the bank (n=43) Example open answers (All open answers in separate excel-file) Headline/headlines are 3% or more of the base 9% is dissatisfied Bad / unskilled service (16 st) - Huono puhelin yhteys/saatavuus - oli kallis pitää käyttötiliä ja muutenkin asiointi takkuili - oli kallis pitää käyttötiliä ja muutenkin asiointi takkuili Not dissatisfied (10 st) - En ole tyytymätön, vaan erittäin tyytyväinen - vastasin väärin, Olen tyytyväinen - olin painavinani erittäin tyytyväinen vaihtoehtoa Expensive (8 st) - oli kallis pitää käyttötiliä ja muutenkin asiointi takkuili - Kalliitpalvelut!!!! - Kalliit hinnat, huonot rahastot. Bad investments / Lost money / Bad terms (6 st) - Kalliit hinnat, huonot rahastot. - rahasto on tehnyt tappiota - Sijoitusrahastot ovat 20% miinuksilla enkä ole saanut asiaa korjattua lukuisista yhteydenotoista huolimatta Not satisfied (2 st) - Turhan monia huonoja kokemuksia - ei ole kuitenkaan täydellinen pankki 34 Don t know: 1

35 Summary

Compared to other banks shares and funds customers, Nordnet customers are to a higher extent male and younger. It is also more common that they live in a city area. Demographic differences Percentage who is a customer of another bank Female Male 18-34 35-54 55+ Helsinki Uusimaa Southern Finland Western Finland Northern and Eastern Finland Other City 28% 43% 72% 57% 44% 25% 36% 36% 20% 39% Nordnet (176) 35% 33% Total (1683)* 24% 20% 24% 25% 16% 21% *Total=share and fund owners 55% 63% 45% 37% 0% 50% 100% Nordnet (176) Total (1683) Aktia 4% 4% Danske Bank 8% 14% De Giro 0% 0% Evli 2% 2% FIM 9% 5% Handelsbanken 5% 3% Interactive Brokers (IB) 1% 0% Lynx 2% 1% LähiTapiola 6% 4% Nordea 16% 29% Nordnet 100% 10% OP-Pohjola 11% 29% Saxo 1% 0% S-Pankki 12% 13% Säästöpankki 1% 5% Ålandsbanken 2% 2% = Indicates a higher or lower value of the bank compared to the total ( 90% probability). 36

Among Nordnet customers it is more common to have a saving through shares, compared to the other banks customers. It is less common that they have a pension saving in securities. NORDNET Other types of Pension saving investments in securities Saving through funds Saving through shares Don t know Other types of investments Pension saving in securities OTHER Don t know Saving through funds Saving through shares 37 Customer support over the phone Customer support by e-mail/chatting Personal meeting Telephone contact with a personal banking advisor Online services Services using an app Other type of service Haven t used any service over the past 6 months Don t know Services used 6% 22% 16% 22% 2% 34% 1% 10% 66% 72% 17% 19% 4% 5% 17% 19% 2% 2% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Nordnet (176) Total (1507) = Indicates a higher or lower value of the bank compared to the total ( 90% probability).

8 out of 10 Nordnet customers are satisfied with the bank, and the main reasons are price and that they have met few problems. Share who are satisfied overall: 1- Nordnet (81%) 2- OP-Pohjola (77%) 3- S-Pankki (75%) Share who would recommend the bank to a colleague / friend 1- Nordnet (47%) 2- Handelsbanken (34%) 3- S-Pankki (29%) Nordnet customers are very satisfied; mainly because it s easy to use with few problems and also because of the price. 38

Nordnet has the most satisfied customers regarding the range of markets for stock investments, online investments services, range of investment products and online information. Share that is satisfied: Online investments services: 1- Nordnet (75%) 2- OP-Pohjola (63%) 3- S-Pankki (60%) Customer support regarding investments: 1- Säästöpankki (55%) 2- OP-Pohjola (52%) 3- Handelsbanken (51%) 6- Nordnet (46%) Advice on investments: 1- Säästöpankki (58%) 2- OP-Pohjola (55%) 3- Danske Bank (50%) 10-Nordnet (37%) Range of investment products 1- Nordnet (71%) 2- Säästöpankki (51%) 3- OP-Pohjola (48%) Range of markets for stock investments: 1- Nordnet (78%) 2- FIM (54%) 3- OP-Pohjola (51%) Online information on investments: 1- Nordnet (71%) 2- S-Pankki (56%) 3-Aktia (55%) Costs in the event of purchase or sale of shares/funds: 1- Nordnet (57%) 2- S-Pankki (51%) 3- Säästöpankki (49%) Inspiration for investments: 1- Nordnet (52%) 2- FIM (49%) 3- Handelabanken (47%) 39

40 Conclusions and recommendations

Nordnet has the most satisfied customers in Finland among shares and fund owners. Nordnet is also the bank that most clients would recommend to a colleague or friend. Eight out of ten of the Nordnet customers are satisfied with their bank. The Nordnet customers are the most satisfied with the online investment services (75%), the range of markets for stock investments (78%), the range of investment products (71%) and the online information on investments (71%). Close to half of the Nordnet customers would recommend the bank to a colleague or friend. Reasons to be satisfied with Nordnet is that the services are easy to use and because of good and affordable prices. Costs is also the main reason to be dissatisfied with a bank. Nordnet differentiates from the other banks with an easy usage and good prices. Especially the lower prices can attract unsatisfied customers from other banks. Compared to the other banks, Nordnet has more young men as clients. Significantly more men and persons in the younger age group (18-34 years) are Nordnet customers, compared to the total of all shares and fund owners. Fewer of Nordnet s customers are women. 43% of the shares and fund owners and only 28% of the Nordnet customers are women. In total, 39% of the shares and fund owners are at the age of 55+ but only 20% of the Nordnet customers. There are target groups of shares and fund owners that are under-represented among the Nordnet customers. Nordnet could increase their customer base through also targeting women and older shares and fund owners. 41

42 About the survey

Questions in the survey The following questions were put to the participants: Question 1. Do you own shares and/or funds? Question 2. Through which bank or stockbroker have you bought your shares and/or funds? Question 3. Which types of investments do you have with [enter bank name from Q2]? Question 4. How likely is it that you would recommend [insert bank name from Q2] for investments in securities (such as shares or funds) to a colleague or friend? Question 5. Which services provided by [insert bank name from Q2] have you used over the past 6 months? Question 6. How satisfied or dissatisfied are you with the following at [insert bank name from Q2]? Question 7. How satisfied or dissatisfied are you overall with [insert bank name from Q2]? Question 8. Why are you dissatisfied with [insert bank name from Q2]? Question 9. Why are you satisfied with [insert bank name from Q2]? 43

Method description Interview period & data collection method The survey was carried out during the period from 11 th to 20 th of December 2015 via the Internet, with YouGov Finland Panel. Target group The survey was conducted with men and women aged 18-74. E-mail invitations were sent to the people in the YouGov Panel that met these requirements. Data was collected in order to provide a representative cross-section of the Finnish population, on the basis of men and women aged 18-74 that own shares and/or funds and purchased stocks/mutual funds through any of the named brands. In total, 3784 interviews were conducted, of which 1507 were with respondents in the target group. Weighting of data Data was weighted according to the dimensions age, gender, region based on an ideal from SCB, so that the results are representative of the population in relation to the aforementioned target group. Publication of results On any publication of the results of the survey, YouGov must be stated clearly as the source. Prior to the publication of the results of the survey, YouGov must have the opportunity to approve the press release or other use of the results. The purpose is solely to ensure that we can vouch for the use of the results in technical analysis terms. Press releases must be drafted in accordance with the ESOMAR rules, so that a text such as the following must be included: The survey was conducted by the YouGov analysis institute. During the period 11 th to 20 th of December 2015 a total of 1507 CAWI interviews were conducted with men and women aged 18-74 that own shares and/or funds and purchased stocks/mutual funds through any of the named brands. Please also see our general terms and conditions of sale. 44

Background variables Background variables Gender Female, Male Age 18-34, 35-54, 55-74 Region Region2 Family life cycle Helsinki Uusimaa, Southern Finland, Western Finland, Northern and Eastern Finland City Rest of country Pre Family Young Family Adult Family Active Empty Nesters Senior Citizens/In-active Empty Nesters In order to get an insight on possible differences across various demographics, in the survey the following background variables were requested, which all of the questions in the survey are crossed with. 45 Household income Bank Less than 40.499 euros 40.500-94.499 euros 94.500 euros or more Don t know/don t want to reveal 1. Aktia 2. Danske Bank 3. De Giro 4. Evli 5. FIM 6. Handelsbanken 7. Interactive Brokers (IB) 8. Lynx 9. LähiTapiola 10. Nordea 11. Nordnet 12. OP-Pohjola 13. Saxo 14. S-Pankki 15. Säästöpankki 16. Ålandsbanken

The structure of the material Number of unweighted Share of (%) unweighted Number of weighted Share of (%) weighted Total 3784 100% 3784 100% Gender Women 1923 50,8% 1896 50,1% Men 1861 49,2% 1888 49,9% Age 18-34 year 1053 27,8% 1114 29,4% 35-54 year 1399 37,0% 1357 35,9% 55+ year 1332 35,2% 1313 34,7% Region Helsinki Uusimaa 1145 30,3% 1129 29,8% Southern Finland 821 21,7% 829 21,9% Western Finland 932 24,6% 925 24,4% Northern and Eastern Finland 886 23,4% 901 23,8% Region Other 2298 60,7% 2476 65,4% City 1486 39,3% 1308 34,6% 46

Regional distribution Finland

Statistical uncertainty The table below shows the calculation of the error margins (statistical uncertainties) that apply to various sample sizes, once the total population is known. This means that the table can be used to find out how certain you can be of a given result. A confidence interval of 95% has been used (the responses are 95% certain). Sample size (number of responses) Per cent 100 200 300 400 500 600 700 1000 1400 1800 2200 5 or 95% 4.3 3.0 2.5 2.1 1.9 1.7 1.6 1.4 1.1 1.0 0.9 10 or 90% 5.9 4.2 3.4 2.9 2.6 2.4 2.2 1.9 1.6 1.4 1.3 15 or 85% 7.0 4.9 4.0 3.5 3.1 2.9 2.7 2.2 1.9 1.6 1.5 20 or 80% 7.8 5.5 4.5 3.9 3.5 3.2 3.0 2.5 2.1 1.8 1.7 25 or 75% 8.5 6.0 4.9 4.2 3.8 3.5 3.2 2.7 2.3 2.0 1.8 30 or 70% 8.9 6.4 5.2 4.5 4.0 3.7 3.4 2.8 2.4 2.1 1.9 35 or 65% 9.3 6.6 5.4 4.7 4.2 3.8 3.5 3.0 2.5 2.2 2.0 40 or 60% 9.6 6.8 5.5 4.8 4.3 3.9 3.6 3.0 2.6 2.3 2.0 45 or 55% 9.8 6.9 5.6 4.9 4.4 4.0 3.7 3.1 2.6 2.3 2.1 50% 9.8 6.9 5.7 4.9 4.4 4.0 3.7 3.1 2.6 2.3 2.1 Example of reading the table: Data in a given survey shows that 75% of the 1,000 questioned residents of a given municipality have, at some point, visited the website of the municipality in question. The certainty of the response can be found by first finding the percentage rate in the left row of the table, and then selecting the line, i.e. in this case the row, in which 75% is included. Then take the horizontal line from 75%, and in this case find the sample size for the 1,000 responses. The figure, which in this column is 2.7, refers to how the error margin/deviation for the percentage rate of 75% is plus/minus 2.7. This means that the actual ratio of the 1,000 respondents that has visited the website is not exactly 75%, but can vary by 2.7% each way. This means that the actual ratio of the 1,000 residents that have visited the website is, with a probability of 95%, between 72.3% and 77.7% (i.e. 75% plus/minus 2.7%). This is with a probability of 95%, because the confidence interval is 95%. 48

Presentation and interpretation of data Graphic presentation of results The graphs in the report present the main result for the given question, and in total terms present how the persons in the target group have responded in the survey. Table set The responses for each question are crossed with all background variables, so that the table set shows the responses for each question, broken down on the various distribution groups. Significant deviations The figures in the tables have been tested for significance (significant deviations). There are a large number of significant deviations in the tables, i.e. there are various deviations in terms of how the various distribution groups respond to the individual questions. If a deviation is significant, this means that the response from a given distribution group differs significantly from another, or all other, distribution group(s). Statistical tests to reveal significant deviations - Chi2 tests and T tests Two different statistical tests, Chi2 tests and T tests, were performed, in order to find the significant deviations across various groups of Poles. The Chi2 test form is denoted in the tables by the colours green or red, respectively. If green is shown in the tables, the result is significantly higher than the total. If red is shown in the tables, the result is significantly lower than the total. The T-test form is denoted by capital letters in the tables. If a capital letter is shown in the tables, this means that the result in the given column deviates significantly from the column to which the capital letter refers. A confidence interval of 90% was selected for this test. 49

Y O U G O V B Y T H E N U M B E R S 3.3 MILLION 2000 YOUGOV FOUNDED IN UK NUMBER OF PEOPLE WHO PARTICIPATE IN YOUGOV PANELS 18 MILLION NUMBER OF SURVEYS COMPLETED IN FISCAL YEAR 2014 20 NUMBER OF YOUGOV OFFICES IN WORLDWIDE 591 NUMBER OF YOUGOV EMPLOYEES WORLDWIDE #1 YOUGOV IS NAMED THE MOST QUOTED SOURCE IN DK >2000 NUMBER OF POLITICAL, CUTURAL, COMMERCIAL CLIENTS SERVED IN FY14 33 23 NUMBER OF YOUGOV PANELS WORLDWIDE GLOBAL RANK OF YOUGOV IN AMA GOLD REPORT 50

Contact YouGov Therese Karlsson Research Consultant YouGov Sweden therese.karlsson@yougov.com +46 709 41 55 +46 8 410 048 67 Annica Strömberg Research Consultant YouGov Sweden annica.stromberg@yougov.com +46 709 73 41 50 +46 8 410 058 10 YouGov Denmark A/S Bryggervangen 55, 1 2100 København Ø Tel: +45 7027 2224 www.yougov.dk YouGov Sweden AB Holländargatan 17 B 111 60 Stockholm Tel: +46 8 41 00 58 10 www.yougov.se YouGov Sweden AB Västergatan 1 211 21 Malmö Tel: +46 40 630 16 20 www.yougov.se YouGov Norway AS Møllergata 8 0179 Oslo Tel: +47 22 42 32 00 www.yougov.no YouGov Finland Oy Myllypellontie 3 C 63 00650 Helsinki Tel: +35 8 40 772 2651 www.yougov.fi 51