CBA maintains highest customer satisfaction despite recent allegations

Customer satisfaction with banks in the last six months to January has reached 81.2 per cent, well above the long term average of 73.8 per cent, with Commonwealth Bank of Australia (CBA) maintaining the highest satisfaction rate, new results from Roy Morgan showed.

Of the big four banks, ANZ, CBA and National Australia Bank (NAB) each showed an improvement of 0.5 per cent between December and January, while Westpac remained unchanged.

Despite recent claims CBA impacted the efficiency and integrity of the financial markets and its employees engaged in unlawful conduct, the bank had maintained the highest customer satisfaction rating in January with 80.1 per cent.

NAB followed with 79.1 per cent customer satisfaction, while ANZ trailed closely at 78.9 per cent.  Westpac had the lowest rate at 77.9 per cent.

Among the ten largest consumer banks, Bendigo Bank retained the highest satisfaction rate with 88.4 per cent, followed by Bank of Queensland at 85.8 per cent and ING at 85.2 per cent.

The mortgage customers of the smaller banks continued to have higher satisfaction ratings than those of the big four.

Bendigo Bank remained the highest home-loan performer with a satisfaction rate of 91.8 per cent, more than four per cent ahead of its nearest competitor, ING at 87.6 per cent.

NAB was the leader in home-loan customer satisfaction of the big four with a 77.7 per cent satisfaction rate, 0.1 per cent ahead of ANZ.