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ISCOVER
Staff Reporter
New research from Roy Morgan has found that Australia’s mutual sector continues to beat the majors in terms of customer satisfaction.
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According to the latest monthly poll, Australia’s big four banks received an average customer satisfaction result of 81.1 per cent, while the mutuals managed to achieve a satisfaction rating of higher than 90 per cent.
Industry body Abacus today said the market-leading results reflect the relationship between customer-owned banking institutions and the one in five Australians they serve.
"We see through these figures the outstanding relationship our industry has with customers and the way the customer-owned business model delivers for consumers,” Abacus chief executive Louise Petschler said.
The potent combination of high customer satisfaction through better service and better value deals on home loans and credit cards is one everyday Australians want to be part of.”
Abacus launched its Balance Banking campaign last week to push for a banking inquiry and further banking competition reforms to support choice for consumers.
“For us, a voice at the table for consumers is a key element in an independent banking inquiry, which we haven’t had since 1997,” Ms Petschler said.
“You can see from these customer satisfaction figures that Australians value service, competition and choice and want more of it.
“As an industry we see customer satisfaction as a significant measure of our performance, so these latest results are very pleasing, as we stay ahead of the pack yet again.”
