More and more people have a worse impression of DNB and English than in the past, shows the annual profile survey. It has little to say for how much money customers leave with the two companies.
Valentine tops the list of companies that have good impression, shows the annual profile survey Ipsos MMI announced today.
Meieriet a sharp downturn two years ago, after shortages of butter. It had many forgotten last year, and this year they are obviously completely forgiven.
There is 23rd consecutive year research institute surveying people’s attitudes to large Norwegian companies.
While most people like Tine, the survey shows that many have reacted to how DNB has driven the bank over the past year.
Also read: Reputation means little
People did not like Dutch treat
“There is none of the firms in this survey have a direct bad reputation,” writes Ipsos MMI report. DNB ports in 44th place out of a total of 111 companies. In 2012, they were right up in 23rd place.
The latest survey shows that there are now fewer have a good impression of them, while there are several that do not like them.
This means that they end up on the list of companies with largest negative change, while also tops the list of companies with the highest proportion of poor appearance.
– This has probably to do with the criticism DNB has been not to lower interest rates and allow customers to pay an excessive portion of the bill, said department and responsible for the report Kristin Rogge Pran Ipsos MMI.
She refers to the DNB chief’s statements about the “Dutch treat”, as it turned out, many were angered by. Here it emerged that banks and also DNB, took the better paid to lend money. It shows up again in the financial results. Last quarter profit ended at NOK 4.7 billion, an increase of NOK 856 million from the second quarter of 2013.
– The results of our study are an indication that several simply have gotten a bad impression them, says Pran.
“DNB has received a lot of criticism over the last year partly to let customers pay much of the bill associated with increased capital requirements. DNB also experienced the previous year a number of negative issues which Røeggen case and criticism in connection with the raising of borrowing, “writes Ipsos MMI report.
While reputation falls, the bank’s revenues reached record levels so far this year.
Also read: A fragile trust
Falling on CSR
It is in the category “Social responsibility and morality” DNB struggle, which has 44 percent bad impression bank, compared with 19 percent in 2012.
– We are obviously not happy that we fall, it is also important to keep in mind that almost half like us, says communications manager Even Westerveld in DNB.
He said that they have their own studies showing the same as this study.
– What we see from our own research is that customers give good feedback on our products, but we fall on CSR . We must take seriously, he said.
Also read: (Almost) Everyone loves Norwegian
English rushes
Also English gets a hit in this year’s survey. Together with DNB, the airline is on the list of companies that have fallen the most in reputation. Flytrøbbel, delays and the way they have handled this, has set minds ablaze.
– This is not surprising. The media has a major influence on people’s perception of the company, and there has been much writings about Norwegian’s problems, says Pran, adding that if the airline gets rid of the problem now, she believes they can come back stronger next year.
At the same time the airline, just like DNB, continued to increase its revenue to record levels.
Norwegian lay on the 10th of best-liked companies last year, the 28th year.
– We are not happy. But we recognize that we have had many challenges with long-distance operations and customer problems, and then transmitted it to other parts of the organization that has good punctuality, says communications director Anne Sissel Skånvik in English. She promises to work hard to get back where they were.
one falls, the other takes off
Whatever hurts enough little extra for English boss Bjørn Kjos when arch-rival SAS is in 15th place on the most liked list. People do not like SAS as well as now since 2011. But beware, SAS, it is not more than one year since you were on the dubious list of the companies most people have a negative impression.
report justifies Ipsos MMI large fluctuations of the two companies with little negative press coverage for SAS, while English has received massive criticism. This works against each other, so that SAS benefits from Norwegian unfavorable situations.
marita.valvik@aftenposten.no
Professor Tor W. Andreassen says it usually is a positive correlation between how well the reputation a company has and how well they are doing financially.
– Flynæringen is an example of this is true. English is affected by customer fleeing immediately after unfortunate incidents in connection with the Asia and the United States delays, and the company’s handling of this, which cost them over 200 million Andreassen says, referring to the costs associated with flykaoset.
Despite the chaos and less profit increased Norwegians revenues to record levels in our (second quarter), and has almost doubled in three years.
Unfortunate cost-sharing
– The example of DNB is thus atypical, as the economic doing very well. In general, we find that among private customers in the banking industry, does not conduct low brand name scores an immediate customer flight. On the other hand, the business market more sensitive to bad reputation, because they’re afraid to be linked to a company with a bad reputation, says Andreassen, located at NHH.
For residential customers, he believes that Rune Bjerke’s unfortunate splice layered metaphor, combined with the banking industry due to the financial crisis has gotten a bad reputation among residential customers, may explain DNB bottom position.
For consumers have the reputation, according to Andreassen, most significant for customers who choose a product for the first time, and those already dissatisfied with the current bank.
Switches bank rare
– When DNB gets low scores in the consumer market, they may miss out on new customers, but it takes a lot to that established bank customers change banks. In Norway there are only about 10 percent of customers who change bank each year.
A bad reputation can reduce your company’s growth.
– Our research shows that graduates and those who want to change job will avoid seeking employment with companies that have a generally poor reputation in the community. Then it can be difficult to recruit new talent, he said.
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