Original article by Roy Morgan
Market Research Update – Page: Online : 28-Aug-19
New results from Roy Morgan show that the Net Promoter Score levels of Australia’s banks, including the big four banks, have increased significantly since the final report of the Finance Royal Commission was handed down in February 2019. The NPS of the big four banks was 2.1 in July, up 3.7pts since February, and the NPS of banks as a whole was 8.5, up 3.2pts over the last five months. The improvement in NPS scores has returned the measure to a level comparable to that at the time the Finance Royal Commission was established in late 2017. All of the big four banks have improved their NPS since February. The leading big four bank by NPS is the CBA (now on 7.2, up 3.3pts since February). The other three, although improved, were still in negative territory. Teachers Mutual Bank now has the highest NPS of 52.6, up 13.5pts since February. Meanwhile, satisfaction with the big four banks reached 76.1% in July, up by 0.8% points since February, led by increases for the CBA (+1% point), ANZ (+0.9% points) and Westpac (+2.3% points). 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.
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