Original article by Roy Morgan Research
Market Research Update – Page: Online : 1-Aug-17

A Roy Morgan Single Source survey has found that the customer satisfaction rating of Australia’s four major banks was 79.8% in the six months to June 2017, compared with 79.5% in the six months to June 2016. The combined satisfaction rating of all other banks declined by 0.9% points to 84.8% over this period. For more than a decade the big four banks have been gradually closing the gap on the lead held by the other banks. In 2005, the overall satisfaction level of the smaller banks was 77.7%, a lead of 11.1% points over the big four (66.6%), but it is now reduced to 5.0%. Meanwhile, the Commonwealth Bank continues to have the highest customer satisfaction rating among the big four banks (81.0%), ahead of National Australia Bank (79.8%).

CORPORATES
ROY MORGAN RESEARCH LIMITED, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, NATIONAL AUSTRALIA BANK LIMITED – ASX NAB, WESTPAC BANKING CORPORATION – ASX WBC, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ, TEACHERS MUTUAL BANK LIMITED, HERITAGE BANK LIMITED, BEYOND BANK AUSTRALIA

Original article by James Frost
The Australian Financial Review – Page: 17 : 31-Jul-17

Teachers Mutual Bank enjoys the highest level of customer satisfaction among all Australian banks, according to Roy Morgan Research’s latest survey of the sector. It is followed by Heritage Bank and Bendigo & Adelaide Bank, while Teachers Mutual Bank’s customers are most likely to recommend it to a friend. The Commonwealth Bank is the most highly rated of the big four banks in terms of customer satisfaction, followed by National Australia Bank. Collectively, customers of the big four banks are slightly more satisfied with them than they were a year ago, while customer satisfaction with other banks has fallen by 0.9 per cent.

CORPORATES
TEACHERS MUTUAL BANK LIMITED, ROY MORGAN RESEARCH LIMITED, HERITAGE BANK LIMITED, BENDIGO AND ADELAIDE BANK LIMITED – ASX BEN, 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, ST GEORGE BANK LIMITED, ING BANK (AUSTRALIA) LIMITED

Original article by Roy Morgan Research
Market Research Update – Page: Online : 3-Jul-17

A Roy Morgan Research Single Source survey has found that satisfaction with Australia’s four major banks rose by 0.1% to 80.2% in the six months to May 2017, which is well above the long-term average of 74.9% recorded since 2005. The Commonwealth Bank of Australia continued to have the highest level of satisfaction among the big four banks (81.1%), followed by National Australia Bank (80.4%). Meanwhile, satisfaction among home-loan customers of the big four (78.4%) continues to be below that of their other customers (80.6%), although over the last year they have narrowed the gap marginally. The survey also shows that CBA and NAB rank equal highest in terms of main financial institution satisfaction (82.6%), followed by ANZ (82.0%) and Westpac (80.7%).

CORPORATES
ROY MORGAN RESEARCH 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, TEACHERS MUTUAL BANK LIMITED, GREATER BANK LIMITED

Original article by Roy Morgan Research
Market Research Update – Page: Online : 30-May-17

A Roy Morgan Research Single Source survey has found that satisfaction with Australia’s four major banks rose by 0.2% to 80.1% in the six months to April 2017, which is well above the long-term average of 74.9% recorded since 2005. The Commonwealth Bank of Australia continued to have the highest level of satisfaction among the big four banks (81.4%), followed by National Australia Bank (80.2%). However, NAB was highest-rating in terms of satisfaction among main financial institution customers (83.0%), replacing CBA (82.9%). Meanwhile, satisfaction levels among the big four banks’ mortgage customers has improved marginally over the last 12 months, to 78.0%, up from 77.7% in the same period in 2016. Despite the improvement, mortgage customers still have lower satisfaction than non-mortgage customers (78.0% compared to 80.5%).

CORPORATES
ROY MORGAN RESEARCH 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

Original article by Roy Morgan Research
Market Research Update – Page: Online : 11-Apr-17

A Roy Morgan Single Source survey has found that satisfaction with Australian banks overall was 81.9 per cent in the six months to February 2017, compared with 82.1% in January. Customer satisfaction had peaked at a 20-year high of 82.9% in 2015, and it remains well above the long-term average of 76.9% recorded since 2005. The Commonwealth Bank remains the best performer among the big four banks, with a satisfaction level of 81.7%, followed by National Australia Bank (80.1%). The average satisfaction level for the big four in February was 79.9% (down 0.2% for the month), compared to the mutual banks’ average of 90.3% (up 0.1%). The best performers among the mutual banks were Greater Bank (95.7%) and Teachers Mutual Bank (92.2%).

CORPORATES
ROY MORGAN RESEARCH 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, GREATER BANK LIMITED, TEACHERS MUTUAL BANK LIMITED, HERITAGE BANK LIMITED – ASX HBS