Original article by Roy Morgan
Market Research Update – Page: Online : 28-Feb-18
New research from Roy Morgan shows that customer satisfaction with Australia’s banks in the six months to January 2018 was 81.2%, up from 80.8% in December. This is the best figure seen since June 2017, and it is now well above the long-term average of 73.8% calculated since 2001. The Commonwealth Bank again had the highest customer satisfaction rating of the big four in December (up 0.5 % at 80.1%), followed by NAB (up 0.5% to 79.1%). However, Bendigo Bank (88.4%) had the highest customer satisfaction rating among the 10 largest consumer banks, followed by Bank of Queensland (85.8%). Meanwhile, the mortgage customers of the smaller banks continue to have higher satisfaction ratings than the big four.
ROY MORGAN 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, BENDIGO BANK, BANK OF QUEENSLAND LIMITED – ASX BOQ, ING BANK (AUSTRALIA) LIMITED, BANK OF WESTERN AUSTRALIA LIMITED, ST GEORGE BANK LIMITED, SUNCORP BANK