Customer survey

We would like to hear your opinion

At Nordea, we constantly strive to strengthen our relationship with customers and improve their customer experience.

This requires good insight into how customers and potential customers perceive our products and services, which we believe is best achieved by asking our customers directly. 

It is therefore possible that you will be contacted by Nordea after being in direct contact with us or after being selected to participate in research. If you are contacted, then we of course hope you will participate but you are under no obligation to do so. 

If you receive an invitation, please know that:

  • We will never ask for confidential information like credit card information, account number, password or likewise and you should never provide us this via your participation
  • We will never send you a link to software that requires installation on your computer or mobile device
  • You will typically be contacted either by phone (automated call-back or SMS), a message in your Netbank or e-mail – please note that this could come from a Nordea trusted partner.
  • Possible SMS senders:
    • DK: +45 93753059
    • SE: +46 790646452
    • FI: +358 4573971097
    • NO: +47 59447035
    • ‘Nordea’
  • Possible e-mail senders:
    • noreply@nordea.com 
    • researchnordea@ennova.com 
    • nordeacsi@ennova.com 
    • insight@nordea.com

If you are in doubt about the authenticity of a survey, you are always welcome to send us an e-mail to: insight@nordea.com 

Our anonymity policy:

When responding to surveys or participating in research with either Nordea or one of our trusted partners, your responses will in most cases not be anonymous. This non-anonymity enables Nordea to:

  • Use your responses for analysis where they can be connected to other types of data, e.g. data around the length of your engagement with Nordea.
  • Enable Nordea to better understand our customers’ needs and requirements, which we will use to train our advisors and develop our products and services.
  • Contact you directly (either by phone or in writing) in connection with your participation in the survey.

We will never report the results from such analysis on a personal level, only on an aggregated anonymized level. Neither will we ever use the knowledge obtained from your answers for marketing purposes. No personal data collected through surveys will be kept in a non-anonymized form for more than three years. After this period, all answers in surveys will be fully anonymized. 

If you would like to revoke your consent for non-anonymity:

If you regret that you have participated as a non-anonymous respondent, then you can revoke the anonymity consent by contacting Nordea Contact Center and saying that you would like your previous answers in surveys to be anonymized. 

Information about processing of personal data:

Nordea Bank Abp, org nr 516406-0120 is the controller of personal data processed in surveys that Nordea has requested. Ennova A/S or other research companies can, within the limits of the current confidentiality regulations, act as processors on behalf of Nordea Bank.

You can read more about Nordea’s data privacy policy here.

If you want to know more about your personal data and how it is processed by the bank, you may request this in writing from:

Nordea Bank Abp 

2970 APS Customer Support 

Aleksis Kiven katu 3-5, VC443 

00020 Nordea

Links that may be found in enquiries from Nordea:

The following domains may appear in links sent to you by Nordea and are necessary for collaboration with our trusted partners:

  • keysurvey.com 
  • surveyportal.dk 
  • confirmit.com
  • netigate.se
  • sawtoothsoftware.com
  • forms.office.com 

Automated Call-backs:

Nordea uses automated call-back to survey customers who have been in contact with us by phone or in a meeting. This means that when you hang up after calling us or when a meeting ends, you can be selected to receive a survey invite via phone from a trusted partner. In this you will be asked 3-5 questions which you can answer directly in the call. 

The call will come from a local phone number and you will be charged the normal call rate agreed with your network/phone company when participating. The call will be performed by a robot and not a person.

  • To be able to perform this survey we will share your telephone number with the trusted partner performing the survey on behalf of Nordea
  • Your telephone number and reply will be stored with the trusted partner for a maximum of three years or until the partnership ends

SMS text messages:

Nordea uses a 2-way SMS solution to survey customers who have been in contact with us by phone or in a meeting. This means that when you hang up after calling us or when a meeting ends, you can be selected to receive a survey invite via SMS from a trusted partner. In this you will be asked 3-5 questions which you can answer in the same way as when you reply to a regular SMS. 

The SMS will come from a local telephone number and you will be charged the normal SMS rate agreed with your network/phone company when participating. 

  • To be able to perform this survey we will share your telephone number with the trusted partner performing the survey on behalf of Nordea
  • Your telephone number and reply will be encrypted while being stored with our trusted partner which means that no one on their side will be able to read it
  • Your telephone number and reply are stored with the trusted partner in encrypted format until the partnership ends or for a maximum of three years or 
  • Once Nordea picks up the response from the trusted partner, we decrypt it and use it for analysis and internal training 
  • Your reply will be stored at Nordea for a maximum of three years or as long as there is a valid business reason for storing it

Online customer surveys:

Nordea uses online surveys distributed by either e-mail or SMS to better understand our customers’ opinions, service requirements and attitudes. The surveys can vary from just only one or two questions, to taking around 15 minutes to complete.

  • Survey and research invitations via e-mail will be sent from cbi@nordea.com or insight@nordea.com.