Original article by Roy Morgan Research
Market Research Update – Page: Online : 29-Nov-16

A Roy Morgan Research Single Source survey has found that the satisfaction level of personal customers of Australia’s four major banks fell to 79.5% in October 2016, compared with 79.8% in September. This represents a 2.0% decline in satisfaction with the big four since May 2015, when it peaked at 81.5%. The main cause of this decline has been the big reduction in satisfaction among home loan customers, down 3.4% points to 75.8%, compared with a decline of only 0.9% to 80.4% for other customers. The CBA remains the big four market leader, with a customer satisfaction rating of 81.7% (down 0.3%), but NAB was the only one among the big four to record an increase in customer satisfaction (up 0.7% to 78.7%). Meanwhile, the mutual banking sector’s overall customer satisfaction was 91.0% in October, well above the big four’s average of 79.5%.

CORPORATES
ROY MORGAN RESEARCH LIMITED, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, NATIONAL AUSTRALIA BANK LIMITED – ASX NAB, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ, WESTPAC BANKING CORPORATION – ASX WBC, GREATER BANK LIMITED, VICTORIA TEACHERS MUTUAL BANK, BANK AUSTRALIA, TEACHERS MUTUAL BANK LIMITED, BENDIGO BANK, ING DIRECT