Accessibility Monitor for Consumers and Entrepreneurs 2024
The Dutch Maatschappelijk Overleg Betalingsverkeer (National Forum on the Payment System) recently published the Accessibility Monitor for Consumers and Entrepreneurs 2024, focusing on the accessibility of payment services. Panteia conducted the research among SMEs, foundations, and associations through a telephone survey. The consumer survey was carried out by Verian.
Entrepreneurs in 2024 are generally satisfied (7.5 out of 10) with the payment services provided by their main bank. However, satisfaction levels vary across sectors. Online retailers are the most satisfied, while mobile traders, the entertainment sector, and the hospitality industry are the least satisfied.
19% of entrepreneurs rated their satisfaction at 6 or lower. The primary reasons cited for this include the high fees, the accessibility and functionality of cash machines, the quality of banking services, and anti-money laundering policies.
Services that entrepreneurs are particularly satisfied with include cash deposit facilities provided by the cash-in-transit company and business services through online or mobile banking.
The full report (in Dutch) is available on the website of De Nederlandsche Bank.
