The satisfaction level of Westpac business customers increased slightly to 67.9% in January 2013 (up from 67.7% in December 2012), while satisfaction with the other three majors declined, according to a Roy Morgan Business survey.
The result increases Westpac’s lead over its nearest big four competitor, CBA (63.5%).
Westpac has been the market leader of the major banks for business customer satisfaction since August, 2011, when it took the top position away from the ANZ. As of January, ANZ has slipped to last place among the four majors, with 60.0% satisfaction.
While Westpac performs strongly in most product areas, it’s well ahead of the other majors in how its customers rate it for satisfaction with ‘relationship manager/business banker’.
This continues to be a major problem area for ANZ and NAB, which both score below average.