Original article by Roy Morgan Research
Market Research Update – Page: Online : 30-May-17

A Roy Morgan Research Single Source survey has found that satisfaction with Australia’s four major banks rose by 0.2% to 80.1% in the six months to April 2017, which is well above the long-term average of 74.9% recorded since 2005. The Commonwealth Bank of Australia continued to have the highest level of satisfaction among the big four banks (81.4%), followed by National Australia Bank (80.2%). However, NAB was highest-rating in terms of satisfaction among main financial institution customers (83.0%), replacing CBA (82.9%). Meanwhile, satisfaction levels among the big four banks’ mortgage customers has improved marginally over the last 12 months, to 78.0%, up from 77.7% in the same period in 2016. Despite the improvement, mortgage customers still have lower satisfaction than non-mortgage customers (78.0% compared to 80.5%).

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