Friday, July 27th, 2012
Kiwibank has maintained the highest customer satisfaction for the past two years among New Zealand’s six major banks. These are the latest findings from the Roy Morgan Research ‘Customer Satisfaction — Consumer Banking in New Zealand’ monthly report from May 2012.
The level of customer satisfaction for Kiwibank in May is 84% followed by Bank of New Zealand at 82% which has increased by six percentage points since May 2010 (76%). The biggest decline in customer satisfaction during the same period was National Bank (down 3%) declining from 81% to 78%.

New Zealand Major Banking Customer Satisfaction

Source: Roy Morgan Single Source, New Zealanders 14+ November 2009 – May 2012, 6 month moving average sample, n=5,326. Satisfaction is based on customers who answered Very or Fairly Satisfied (excludes respondents who ‘Can’t Say’ Institution).

Pip Elliott, General Manager (New Zealand), Roy Morgan Research says:
“Major Banks are defined as the ANZ, ASB, Bank of New Zealand, Kiwibank, National Bank and Westpac. In spite of Kiwibank being the newest entrant to the major bank category, its customer satisfaction has consistently out-performed all other major banks.

“Launched in 2002, Kiwibank is the only bank in the top six that is 100% New Zealand owned and operated. It is also the principal sponsor of the 2012 New Zealander of the Year Awards which honours the incredible achievements of individuals, organisations and community groups.

“ANZ on the other hand was one of the major sponsors for the 2011 Rugby World Cup and also reached its customer satisfaction peak towards the end of that year. Following on from this, ANZ is now the major sponsor for the New Zealand Olympic team.”

The latest detailed Roy Morgan New Zealand ‘Consumer Satisfaction — Consumer Banking Report in New Zealand’  include all ANZ, UDC, ASB, BankDirect, Sovereign, Colonial First State, Jacques Martin, Bank of New Zealand, MLC, Kiwibank, New Zealand Home Loans, National Bank, TSB Bank, Westpac, BT, Rothschild.

Click here to browse thousands of accurate, insightful quantitative Roy Morgan research reports and profiles ready to download now.

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Roy Morgan Research

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
P: 03 9224 5332


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