NAB toppled in consumer satisfaction rank

by Mackenzie McCarty22 Feb 2013
The biggest difference is most significant among ANZ mortgage customers, who report a satisfaction level 6.8% points lower than customers who don’t have a home loan.

Despite historically high satisfaction by the major banks (78.6% satisfied), they’re still well behind mutual banks (90.9%), building societies (90.2%) and credit unions (88.8%) and over the last 12 months have made no progress at closing the gap.

Norman Morris, industry communications director at Roy Morgan Research, says CBA’s strong performance is the result of a ‘concerted effort’ over more than five years to be number one among the big four.

 “While the main focus of the major banks appears to be on improving…business customers of each of these banks have become less satisfied over the last 12 months and are now well below the satisfaction level of their personal customers. With positive signs beginning to appear in business confidence, the major banks will need to consider how to improve the satisfaction of their business customers if they are to retain and grow them.”

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