Original article by Roy Morgan Research
Market Research Update – Page: Online : 8-Feb-17

A Roy Morgan Research Single Source survey has found that the satisfaction level of personal customers of Australia’s four major banks was 79.9% in the six months to December 2016, compared with 79.5% in November. However, the top-quintile customers (top 20%), who account for 62.9% of the total value of the financial services market across all banking and wealth-management products, had the lowest satisfaction level of all the quintiles (73.4%) and the lowest level of advocacy with a "net promoter score" (NPS3) of minus 23.9. The Commonwealth Bank had the highest satisfaction rating among top-quintile customers (75.6%), although the smaller Teachers Mutual Bank had the highest satisfaction rating among these customers, at 96.1%.

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