Satisfaction with banks remains positive and above the long term average

Original article by Roy Morgan
Market Research Update – Page: Online : 9-Jan-19

New results from Roy Morgan shows that customer satisfaction with Australia’s banks rose to 78.1% in the six months to November 2018, compared with 78.0% in the six months to October. This represents the first positive monthly move in satisfaction since prior to the start of the Finance Royal Commission in January. Satisfaction with banks remains above the long-term average of 74.3% calculated since 2001 and well up on the 58.7% in January 2001. Of the 10 largest consumer banks, ING with 88.8% satisfaction (up 3.6% points from January) and Bendigo Bank on 88.5% (up 0.1% point), were the only ones to show improvements in satisfaction during the Royal Commission. Westpac showed the biggest decline (down 5.5% points). The CBA retains its position of having the highest satisfaction among the big four with 76.7%, followed by NAB (74.6%), ANZ (74.3%) and Westpac (72.4%). Roy Morgan’s ‘Customer Satisfaction-Consumer Banking in Australia November 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.


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