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.
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.