Economic responsibility

We believe that Nordnet can contribute to a better society through better and more transparent services for personal savings. For us it is obvious that Nordnet achieves increased profitability for our shareholders if we create tangible economic gains for all our stakeholders. The stakeholder analysis conducted in the spring of 2011 clearly indicated that the company’s customers expect Nordnet to have the best customer service and support on the market.

Always the best interests of the savers at heart

Nordnet has three comprehensive strategic priorities – we shall have the most satisfied customers in the industry, a strong brand and improved profit margins. In 2011, a project focused on customer satisfaction and customer service was initiated as a step towards the first item. The aim is to increase customer satisfaction through new measuring tools, a more profound customer dialogue and cooperation between all markets.

Last year, Nordnet introduced a new measurement to gauge customer satisfaction: the established system Net Promoter Score (NPS). Regular and clear measurements make it easier to follow up customer satisfaction and take quick action in case of an unsatisfactory result.

Modern savers who want to be in control of their own finances no longer have any rational reasons for remaining with the Jurassic Banks. Nordnet is open 24/7 all year round, and we are always able to provide independent advice on personal fund portfolios through Investeringsguiden, our investment guide. At Nordnet, we keep working on extending and simplifying our online services, and in 2011, we began to extend the possibility of opening new accounts directly on the Internet, using BankID.

Responsible investments

Nordnet offers a wide range of financial products. One of our greatest opportunities to influence the development of our society is to offer ways of investing in financial instruments that promote a sustainable development. At present, Nordnet offers approximately 40 mutual funds with specific focus on ethical or environmental investments, which is a 25 percent increase since 2010.

Good conduct

Ethical and correct conduct is fundamental for Nordnet. The Board is ultimately responsible for compliance with Nordnet’s ethical guidelines, and it reviews them at least once a year. All new employees are required to complete a mandatory course on the guidelines that govern the day-to-day work at Nordnet. Also, certain categories of staff, including brokers, must hold a SwedSec licence.

Prevention of crime

All players in the financial market run a major risk of being affected by financial crime. At Nordnet, we regularly monitor that our services are not being used to hide the proceeds of criminal activities.

In 2011, Nordnet joined the Swedish Financial Coalition Against Child Pornography. In cooperation with ECPAT and the Swedish National Bureau of Investigation, Swedish banks and other financial players help stopping payments to websites that offer child pornography.

Prevention of money laundering and the financing of terrorism

In the financial market, there is a major risk of being affected by financial crime. Nordnet must ensure that our services are not used to hide the gains from criminal activity.

Nordnet has well developed procedures in place for detecting and reporting suspected cases of money laundering and the financing of terrorism. Nordnet carries through a risk assessment of customers, services and products. This risk assessment forms the basis of the ongoing monitoring that takes place within the company.