Australians have given ING
Direct the tick of approval and are substantially more likely to recommend the branchless bank compared to traditional banks, new research has revealed.
The 2014/15 Financial Institution Consumer Loyalty & Recommendation Study conducted by Engaged Marketing found that ING
Direct was the clear winner with a net promoter score of +38% (reflecting 38% more promoters than detractors), compared to the industry average of -6%. Australia’s ‘big four’ banks achieved an average score of -16%.
Credit unions also scored well, achieving an amalgamated net promoter score of +23%. These were followed by a number of second tier banks, such as BOQ, Bendigo, Suncorp
, Bankwest and St George, which had an average score of +3%.
Engaged Marketing Managing Director Christopher Roberts said the research suggested that Australians were becoming increasingly comfortable dealing with a bank largely through phone and online channels.
Direct, more than any other financial institution, has been able to articulate a clear point of difference and value proposition. That is, it is tailored to Australians who want a direct, branch-less experience and lower fees,” he said.