Branchless banks raise the bar as ME Bank and ING lead customer satisfaction ratings

Original article by Roy Morgan
Market Research Update – Page: Online : 18-Mar-20

New financial data from Roy Morgan shows that ME Bank has the highest banking customer satisfaction among home loan customers, at 92.3%. ME Bank is followed by ING (91.4%), Bendigo Bank (85.8%) and BankSA (83.7%). CBA enjoys the highest home loan customer satisfaction of any of the big four banks, with a rating of 74.1%. Total home loan customer satisfaction with the big four banks is 72.4%. The satisfaction of non-home loan customers follows a similar trend. ING leads the way with a rating of 88.6%, followed by Bendigo Bank (87.9%), ME Bank (85.7%) and Suncorp (80.5%). CBA again has the highest rating of the big four banks, with 79.3% of its non-home loan customers indicating satisfaction with the bank. Total non-home loan customer satisfaction with the big four banks is now at 77.1%. These banking satisfaction ratings are from the Roy Morgan Single Source survey, in-depth face-to-face interviews with over 50,000 Australians each year in their homes.

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

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