Big four banks see satisfaction improvement January

Big four banks see satisfaction improvement January

The level of customer satisfaction among personal clients of Australia’s big four banks improved over January, research house Roy Morgan has found.


In the six months to January 2017, satisfaction with the big four banks was at 80.1 per cent, up 0.2 per cent from the six months to December 2016, Roy Morgan said.

The increase in satisfaction was supported by a 1.4 per cent climb among mortgage customers to 77.4 per cent, while non-mortgage customer satisfaction remained unchanged at 80.7 per cent.

Roy Morgan noted, however, that while the big four banks’ mortgage customer satisfaction grew during January, it remains “well below the satisfaction levels of the smaller banks’ mortgage customers”.

Additionally, Roy Morgan found that mortgage customers of the big four banks rated them negatively with regards to the net promoter score (NPS), with all four banks’ NPS currently negative.

“The best performer among the big four with regards to mortgage customer NPS was the CBA (minus 12.7), followed by ANZ (minus 13.8), Westpac (minus 20.4) and NAB (minus 20.7),” the company said.

“In contrast, the two top-10 banks with the highest mortgage customer satisfaction scores also had positive NPS scores for these customers, with Bendigo Bank the best performer (plus 32.3) and ING (plus 3.4).”

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Big four banks see satisfaction improvement January
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