Bank customer satisfaction and NPS slip further during Finance Royal Commission

Original article by Roy Morgan
Market Research Update – Page: Online : 23-Jul-18

New results from Roy Morgan shows that bank customer satisfaction in Australia has dropped from 82.3% in January 2018, prior to the Finance Royal Commission, to 78.5% in May and 78.3% in June. Bank customer satisfaction is now at the lowest monthly level since April 2012, but it still remains above the long-term average of 73.8% since 2001, and well up on the 60.0% in January 2001. Roy Morgan’s Net Promoter Score for banks has declined in line with satisfaction, going from 0.49 in January to minus 4.03 in June. ING had the highest level of customer satisfaction of the 10 largest banks in the six months to June, at 88.6% (up 0.5% points over the last 12 months), ahead of Bendigo Bank with 87.7% (down 0.9% points over the year). CBA remained the leader among the big four banks with a customer satisfaction rating of 78.3%. All of the big four showed declines in satisfaction over the year. Roy Morgan’s "Customer Satisfaction-Consumer Banking in Australia June Report" is based on in-depth interviews conducted face-to-face with over 50,000 consumers per annum in their homes, including over 4,000 bank customers per month.

CORPORATES
ROY MORGAN LIMITED, ING BANK (AUSTRALIA) LIMITED, BENDIGO BANK, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA

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