Bank customer satisfaction declines during the Finance Royal Commission

Original article by Roy Morgan
Market Research Update – Page: Online : 25-Jun-18

New research from Roy Morgan shows that bank customer satisfaction has dropped from 82.3% in January 2018, prior to the Finance Royal Commission, to 78.5% in May. This is the lowest monthly satisfaction level since May 2012, but it remains ahead of the long-term average of 74.0% calculated since 2001. The survey also shows that the level of dissatisfaction with banks has increased from 4.6% in January to 6.2%, and is now at the highest level since April 2012. These are the latest findings from the Roy Morgan Single Source survey, which includes over 4,000 interviews per month with bank customers.


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