NAB most popular major bank in history

by Caroline Dann23 Oct 2012
Roy Morgan's customer banking satisfaction report has seen NAB score the highest of any major bank since the research began in 1996.
 
At 80.3% for September, NAB has gained 3.8% over 12 months to become "the clear market leader", with much of the gain put down to rising satisfaction among non-home loan customers.
 
In poorer news for brokers recommending loans to the bank, Roy Morgan's report shows that home loan customer satisfaction at NAB has actually decreased 1.4% over 12 months.
 
Each of the majors improved their overall satisfaction levels in September, with Westpac up by 1%, CBA up 0.7% and ANZ increasing by 0.5%.
  
By comparison to the second-tiers and non-bank lenders, the majors’ satisfaction levels are still low.
 
The best performers among the smaller banks were Bankmecu (93.7%), Heritage Bank (90.7%), Bank SA (88.7%) and Bendigo Bank (87.6%).
 
Westpac's September rise was attributed to increased satisfaction among home loan customers, though home loan customers are less satisfied across all banks than non-home loan customers.
 
Recent reductions in home loan rates are expected to improve satisfaction levels among borrowers overall, though Roy Mogan cautioned that this rise in in fortunes for banks may be impacted by any public perception that RBA cash rate cuts have not been passed on in full. 

COMMENTS

  • by Country Broker 23/10/2012 10:43:42 AM

    Really?? Why is it that the commercial clients I am coming across want to talk about one thing if they are a NAB client, how can i get out at the least cost possible? Not like this for ANZ and CBA clients !
    Cannot comment on consumer clients or transactional banking??