Customer satisfaction with ANZ declined in June, making it the least popular of the Big Four, according to Roy Morgan’s research.
The report showed a consecutive five-month decline in overall satisfaction with the Big Four, with Westpac slightly ahead of ANZ
at 74.3%, CBA
at 77.3% and NAB
Norman Morris, Roy Morgan’s communications director, said ANZ
’s refusal to pass on RBA
’s rate cuts from February onwards may have impacted on customer attitudes.
He added that small business owners had the lowest satisfaction levels overall, which “has the potential to significantly impact customer satisfaction in the consumer market,” he said.
Meanwhile, mutual banks continue to shine, with Victoria Teachers Mutual Bank topping the list at a 93.7% satisfaction rate.
“This puts them in a potentially strong position if government moves recently to make switching easier are accepted by consumers,” said Morris.