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ING Direct attacks segmentation 'double jeopardy'

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Australian Broker | 19 Apr 2012, 06:00 AM Agree 0
ING Direct has come out in opposition to tiered broker service models, arguing the policies are causing consumers to play ‘double jeopardy’
  • Fat Albert | 19 Apr 2012, 10:04 AM Agree 0
    Well done ING in joining NAB with a strong stance against this - you guys both get that it needs to be all about about the customer!!!

    Mark sums up this whole arguement about segmentation perfectly in two quotes above.

    “We feel that that disadvantages the consumer.”

    "a consumer or their broker should have equal opportunity in dealing with ING Direct, regardless of the volume a broker is directing to the bank".

    CUSTOMER SERVICE, remember that saying??

    EVERY customer DESERVES the same respect & service delivery each and every time.

    Well done ING & NAB and shame on the rest of your competitors for trying to justify segmentation as being good for their customers when it's clear it's all about raising volumes!!
  • ChrisC | 19 Apr 2012, 10:54 AM Agree 0
    Good on you ING that's the way it should be.
    If all Banks followed this line of process there would be better competition and the banks 'service' levels would have to improve across the board.
  • John Black | 19 Apr 2012, 11:01 AM Agree 0
    It is pleasing to see another major lender re-enforcing the equal opportunity concept for all brokers and not just a select few who offer limited choice to borrowers. Well done ING
  • Norman Taralrud-Bay | 19 Apr 2012, 03:05 PM Agree 0
    tiered segmentation does two things: it evidences the bank's control over 'its' brokers as just another sales unit 'within' and it is anti-competitive as it makes it very hard for the 'independent-thinking' broker to use horses for courses. thus we have the abuse of ex-bank brokers sticking to one or a few banks without truly using all the options.By: the Mortgage Mincer.
  • Judy West | 19 Apr 2012, 09:08 PM Agree 0
    A big turnaround!

    Is this the same ING who, only a year ago, wasn't interested in dealing with a broker who only uses ING occasionally?
  • Joseph Meyer | 24 Apr 2012, 11:31 AM Agree 0
    Cheers ING WELL DONE!!! and Thank You for the respect!
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