Tuesday, April 3rd, 2012 - Roy Morgan Research
With a 92% Roy Morgan Customer Satisfaction rating for February, Heritage Bank is Number One in Consumer Banking.
The battle for first and second position in the Consumer Banking category is becoming close. Heritage Bank maintains only a small lead over ING Direct, who had a strong increase in ratings from January. Further details.

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No major bank was able to increase their satisfaction score from the previous month. In what is always a hotly contested race, NAB was top placed in the Major Bank category with a score of 79% in consumer banking satisfaction, followed by ANZ, Commonwealth Bank and Westpac. Further details.

Newcastle Permanent Building Society finished with a comfortable lead in the February ratings, placing on top of the Building Societies category with 93%, ahead Greater Building Society and IMB. Further details.

Teacher’s Credit Union was the strongest performing Credit Union for February with a 93% satisfaction rating, ahead of Victoria Teachers (VTU), Credit Union Australia, People’s Choice Credit Union and Community CPS. Further details.

Defence Service Homes Insurance won the General Insurers category for February with a 90% Customer Satisfaction rating. They were followed by WFI, RACT, RAA and Elders. Further details.

CBHS hold the highest Customer Satisfaction score of any Private Health Insurer with an 88% rating for February. They were followed by Health Partners, Teachers Federation Health, Latrobe Health Services and Defence Health. Further details.

Real Insurance won the Risk & Life Insurer category with a 77% Customer Satisfaction rating, ahead of 
St. George, Insuranceline, Medibank Private and Suncorp. Further details.

Roy Morgan Customer Satisfaction Winners – February 2012

Consumer Bank Heritage Bank
Major Consumer Bank NAB
Building Society Newcastle Permanent Building Society
Credit Union Teacher’s Credit Union
General Insurer Defence Service Homes Insurance
Private Health Insurer CBHS
Risk & Life Insurers Real Insurance
The latest detailed Roy Morgan Consumer Banking Customer Satisfaction Report is an independent and reliable measure of customer satisfaction for the major financial institutions in Australia.

The latest detailed Roy Morgan’s Banking and Finance Profiles and Reports include data on banks, credit unions, shares, insurance, building societies, credit unions and many more.

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Roy Morgan Single Source is thorough, accurate, and provides comprehensive, directly applicable information about current and future customers. It is unique in that it directs all the questions to each individual from a base survey sample of around 55,000 interviews in Australia and 15,000 interviews in New Zealand annually - the largest Single Source databases in the world. The questions asked relate to lifestyle and attitudes, media consumption habits (including TV, radio, newspapers, magazines, cinema, catalogues, pay TV and the Internet), brand and product usage, purchase intentions, retail visitations, service provider preferences, financial information and recreation and leisure activities. This lead product is supported by a nationally networked, consultancy-orientated market research capability.

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