Bank satisfaction declines 3% since Banking Royal Commission

bank satisfaction big four CBA ANZ NAB Bendigo Bank ING roy morgan Royal Commission RC bankwest Norman Morris

26 November 2018
| By Anastasia Santoreneos |
image
image
expand image

In the six months to October, satisfaction with banks fell to 78 per cent from 78.5 per cent in September, with satisfaction declining a total of 3.2 per cent since the Banking Royal Commission began, new results from Roy Morgan show.

The results show that satisfaction with the big four banks prior to the Royal Commission was 79.2 per cent, and there’s been an overall decline in satisfaction for the big four of 4.2 per cent since January to 75 per cent.

The satisfaction rate among customers of banks other than the big four declined only one per cent over the same period, and they remain 8.9 per cent above the big four.

ING and Bendingo Bank are top for mortgage customers, with 94.8 per cent and 89.7 per cent satisfaction respectively. St George Bank follows with 81.5 per cent, Bankwest with 77.8 per cent and Suncorp Bank with 77.6 per cent.

Among home loan customers, the big four are well below their smaller bank rivals, with CBA and ANZ on 71.4 per cent, Westpac on 70.7 per cent and NAB on 70.3 per cent.

Industry communications director, Norman Morris, said it was surprising that even with historically low interest rates, home loan customers of the big four banks are less satisfied than other customers and well behind the satisfaction of the home loan customers of smaller banks.

“This remains a problem in the highly competitive home loan market as well as being a drag on their overall satisfaction and advocacy levels,” he said.

 

 

 

Read more about:

AUTHOR

Recommended for you

sub-bgsidebar subscription

Never miss the latest news and developments in wealth management industry

MARKET INSIGHTS

Interesting. Would be good to know the details of the StrategyOne deal....

4 days 2 hours ago

It’s astonishing to see the FAAA now pushing for more advisers by courting "career changers" and international recruits,...

3 weeks 2 days ago

increased professionalism within the industry - shouldn't that say, FAR register almost halving in the last 24 months he...

4 weeks 1 day ago

Insignia Financial has made four appointments, including three who have joined from TAL, to lead strategy and innovation in its retirement solutions for the MLC brand....

2 weeks 4 days ago

A former Brisbane financial adviser has been charged with 26 counts of dishonest conduct regarding a failure to disclose he would receive substantial commission payments ...

3 days ago

Pinnacle Investment Management has announced it will acquire strategic interests in two international fund managers for $142 million....

2 days 3 hours ago