Customers still satisfied with banks despite Royal Commission

image
image
expand image

Despite the failures of the big four banks uncovered through the Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry, customer satisfaction with banks in the six months to March 2018 was still 80.9 per cent, down marginally from 81.0 per cent in February.

The results from Roy Morgan show this still represented a positive result, given the long-term monthly average was 73.8 per cent.

The majority of the big four banks only posted marginal declines, with the Commonwealth Bank of Australia down 0.3 per cent to 79.7 per cent, National Australia Bank down 0.2 per cent to 78.7 per cent, and Westpac down 0.4 per cent to 77.7 per cent.

ANZ posted a 0.3 per cent increase to 78.7 per cent, but the banks remain below the overall satisfaction rate.

Bendigo Bank had the highest level of customer satisfaction when compared to the largest ten banks, with 87.5 per cent of customers satisfied, remaining the top bank for customer satisfaction since February 2017.

ING closely followed with BankWest and St George up 0.9 per cent and 0.7 per cent respectively to equal 84.6 per cent.

Industry communications director, Norman Morris, said keeping bank customers satisfied was a major challenge given the current environment, but customers still had much higher satisfaction levels than they had averaged in the last two decades.

Read more about:

AUTHOR

Recommended for you

sub-bgsidebar subscription

Never miss the latest news and developments in wealth management industry

MARKET INSIGHTS

GG

So shareholders lose a dividend plus have seen the erosion of value. Qantas decides to clawback remuneration from Alan ...

2 months 1 week ago
Denise Baker

This is why I left my last position. There was no interest in giving the client quality time, it was all about bumping ...

2 months 2 weeks ago
gonski

So the Hayne Royal Commission has left us with this. What a sad day for the financial planning industry. Clearly most ...

2 months 2 weeks ago

A Sydney-based financial adviser has been banned from providing financial services in the interest of consumer protection after failing to act on conduct concerns. ...

3 weeks 6 days 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....

1 day 6 hours ago

ASIC has cancelled the AFSL of a $250 million Sydney fund manager, one of two AFSL cancellations announced by the corporate regulator....

3 weeks 4 days ago