"The AI-based "bots" that exist today are perceived as more annoying than value-creating and drive frustration and dissatisfaction among customers who want help," says Johan Parmler, CEO of SKI in the report.
The AI assistants are also used to a very small extent, according to the survey, only ten percent of private customers state that they have used some form of AI service.
At the same time, customer satisfaction is increasing and all banks except one have received higher ratings compared to the previous year. Among private customers, Sparbanken tops the list, followed by Länsförsäkringar. The lowest ratings among the major banks are received by Swedbank, followed by SEB and just above Nordea. The only major bank above the industry average is Handelsbanken. Over 15,000 interviews are behind the study.
