Not happy, Jan: Home loan customers least satisfied of all banking customers

by Julia Corderoy28 Jan 2015
Customer satisfaction with our banks is at an all-time high, unless they are home loan customers, according to the latest Roy Morgan consumer research.

The overall satisfaction level of personal banking customers in December 2014 was 82.6%, an increase of 1.1% points over the last 12 months and only 0.2% points below the 18-year record high recorded in November (82.8%). 

However, housing loan customers have the lowest satisfaction ratings compared to all other banking customers, despite the record low interest rates on home loans.

According to the research, the only major bank – which also includes St. George, Suncorp and Bendigo Bank – to record home loan customers with a higher satisfaction rating than its other customers, was Bendigo Bank.

The satisfaction rating recorded for Bendigo is 93.2%, well ahead of second placed Suncorp with 84.8%. The best of the big four for home loan customer satisfaction is Westpac (79.8%). Commonwealth Bank leads among non-home loan customers with 82.1%, but ANZ has the lowest score for both groups.