Satisfaction and NPS of big four banks improving after Finance Royal Commission

Original article by Roy Morgan
Market Research Update – Page: Online : 28-May-19

New results from Roy Morgan shows that customer satisfaction with Australia’s big four banks reached 75.9% in April 2019, up by 0.6% points since February, and their Net Promoter Score was 0.4, up from minus 1.6. Meanwhile, banks outside of the big four currently have a satisfaction rating of 83.8%. It appears that the focus of the Finance Royal Commission on the big four may have had a bigger impact on their rating, which is now down by 3.3% points from prior to the commission, compared to a decline of only 1.1% points for the banks outside of the big four. The CBA has the highest satisfaction among the big four with 78.1%, followed by Westpac (74.7%), ANZ (74.4%) and NAB (72.7%). Among the major smaller banks, Bendigo Bank has the highest rating with 90.1%, followed by ING (89.9%). The banks outside of the big four also continue to have higher NPS scores, with the latest figure for April 2019 being 24.0 compared to the big four on 0.4. The smaller banks now have higher NPS than prior to the Royal Commission, when it was 23.4. These are some of the latest findings from Roy Morgan’s ‘Customer Satisfaction report on Consumer Banking in Australia’ and the ‘Financial Institutions Advocacy Report’. These reports are based on in-depth interviews conducted face-to-face with over 50,000 consumers per annum in their homes.

CORPORATES
ROY MORGAN LIMITED, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, NATIONAL AUSTRALIA BANK LIMITED – ASX NAB, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ, WESTPAC BANKING CORPORATION – ASX WBC, BENDIGO BANK, ING BANK (AUSTRALIA) LIMITED, AUSTRALIA. ROYAL COMMISSION INTO MISCONDUCT IN THE BANKING, SUPERANNUATION AND FINANCIAL SERVICES INDUSTRY

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