Original article by Roy Morgan Research
Market Research Update – Page: Online : 1-Aug-17

A Roy Morgan Single Source survey has found that the customer satisfaction rating of Australia’s four major banks was 79.8% in the six months to June 2017, compared with 79.5% in the six months to June 2016. The combined satisfaction rating of all other banks declined by 0.9% points to 84.8% over this period. For more than a decade the big four banks have been gradually closing the gap on the lead held by the other banks. In 2005, the overall satisfaction level of the smaller banks was 77.7%, a lead of 11.1% points over the big four (66.6%), but it is now reduced to 5.0%. Meanwhile, the Commonwealth Bank continues to have the highest customer satisfaction rating among the big four banks (81.0%), ahead of National Australia Bank (79.8%).

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