Saturday, September 14th, 2013 - Roy Morgan Research

The satisfaction with the business customers of the Big Fours banks declined by only 0.1% point in November to 64.5% but this put them further behind the satisfaction level of their personal customers.

The satisfaction with the business customers of the Big Fours banks declined by only 0.1% point in November to 64.5% but this put them further behind the satisfaction level of their personal customers which showed a further improvement of 0.4% to 78.4%.

These are the latest findings from the Roy Morgan Research Consumer and Business Banking Satisfaction Surveys which have the unique ability to compare both markets on the same metric.

In November only two of the Big Four banks showed an increase in business customer satisfaction, with the ANZ and the NAB both up by 0.4% points.

The clear leader in business banking satisfaction among the Big Four is still Westpac on 67.5%, followed by CBA on 65.0%. Westpac showed some weakness in November dropping by 1.2% points. Westpac’s main strength is in the Micro (annual turnover less than $1m) and Small (annual turnover $1m - $5m) but it runs a very close second to the CBA in the Medium/Large segment (annual turnover $5m+).

Business Banking Satisfaction


Source: Roy Morgan Research Business Single Source, November 2012, average 6 monthly sample n = 6,757. ** 7 months to April 2011.

The NAB has the biggest gap between the satisfaction level of it’s personal banking customers (80.5%) and it’s business customers (63.1%). The NAB ranks low with business customers regarding the satisfaction level of ‘Relationship manager/business banker’ with only 59% satisfaction compared to 73.7% for Westpac. It is also below average satisfaction in most product areas.

Norman Morris, Industry Communications Director, Roy Morgan Research, says:

“The five reductions in the official cash rate in the 12 months to November appear to have had only a negligible impact on business customer satisfaction with an increase over the period of only 0.8% points. It is difficult to say whether this is a result of the size of the interest rate which was passed on by banks or other factors.

“Business customers continue to rate very poorly their banks ability to maintain regular contact and show a real interest in their customers industry. This particularly applies to the Micro business customers of all the major banks who consider that their banks focus on the larger customers. Relationship managers obviously play an important role in interfacing with the bank but satisfaction with them has declined over the last 12 months. Improvements in this area would be likely to have a major positive impact on customer satisfaction.

“The big gap between satisfaction levels of the major banks personal and business customers is probably an indication that in this uncertain economic environment more focus is on the relative safety of the personal bank customers at the expense of the perceived higher risk business customers.”

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Roy Morgan Research is Australia’s best known and longest established market research and public opinion survey company. 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.
Shaun Ellis
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Consumer and Business Banking Satisfaction Surveys

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