A non-major bank already recognised with multiple accolades over the year has nabbed yet another, being named Australia’s top bank for customer satisfaction by global research firm J.D. Power.
This is the third time in the study’s five-year history Heritage Bank has topped the list.
According to Heritage CEO Peter Lock, the string of acknowledgments the bank has received over 2020 shows the true value of the group's customer-centric approach.
“To score the highest satisfaction ratings in Australia speaks volumes about our success in delivering an outstanding banking experience for customers,” he said.
“These results are based on feedback from our actual customers, the ultimate judges of how well we fulfil our people-first mission.
“The difference between us and bigger banks is that we’re genuine about putting the interests of our customers ahead of other motivations. We’re authentic and it shows.”
The 2020 Australia Retail Banking Satisfaction Study from J.D. Power gathered responses from more than 5,500 bank customers across Australia and is part of a series of national satisfaction surveys the group conducts across North America and Asia.
It measures Australian customers’ satisfaction with both the products and services provided by their primary financial institution, taking note of six key factors they list in order of importance as channel activities, convenience, product and fees, communication and advice, account opening and problem resolution.
This most recent victory for Heritage comes shortly after the bank dominated the Australian section of Forbes’ World’s Best Bank list in June.
At the time, Lock reiterated the benefits of prioritising customers over profits, while also highlighting the non-major offers “sophisticated online platforms and everything that people expect from a modern bank”.
“Our authenticity and first-class service is why we keep being recognised as not just a great Australian bank, but one of the world’s best,” he said.