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

Original article by Roy Morgan
Market Research Update – Page: Online : 25-Jun-18

New research from Roy Morgan shows that bank customer satisfaction has dropped from 82.3% in January 2018, prior to the Finance Royal Commission, to 78.5% in May. This is the lowest monthly satisfaction level since May 2012, but it remains ahead of the long-term average of 74.0% calculated since 2001. The survey also shows that the level of dissatisfaction with banks has increased from 4.6% in January to 6.2%, and is now at the highest level since April 2012. These are the latest findings from the Roy Morgan Single Source survey, which includes over 4,000 interviews per month with bank customers.

CORPORATES
ROY MORGAN LIMITED

Original article by Roy Morgan
Market Research Update – Page: Online : 7-May-18

New research from Roy Morgan shows that customer satisfaction with Australia’s banks in the six months to March 2018 was 80.9%, down from 81.0% in February. This level still represents a positive result when seen in the context of the long-term monthly average of 73.8% since 2001. Bendigo Bank retained the highest satisfaction rating among the 10 largest consumer banks with 87.5% (down slightly from 87.8% in February). BankWest showed the biggest improvement in satisfaction, up 0.9% to 84.6%, followed by ING (up 0.8% to 87.1%), St. George (up 0.7% to 84.6%) and ANZ (up 0.3% points to 78.7%).

CORPORATES
ROY MORGAN LIMITED, BENDIGO BANK, ING BANK (AUSTRALIA) LIMITED, ST GEORGE BANK LIMITED, BANK OF WESTERN AUSTRALIA LIMITED, BANK OF QUEENSLAND LIMITED – ASX BOQ, WESTPAC BANKING CORPORATION – ASX WBC, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, NATIONAL AUSTRALIA BANK LIMITED – ASX NAB, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ