ANZ has been named as the bank with the most satisfied customers by financial services research firm Canstar Cannex.
ANZ, which was also named as the top bank in New South Wales and South Australia, narrowly tipped out the much smaller Bendigo Bank, which was named as the top bank in Queensland and Victoria.
Cannex surveyed more than 5000 on general customer satisfaction as well as specific questions about service at a branch, call centre and internet banking levels. Banks were assessed on friendliness, products and pricing and problem solving.
Cannex’s head of research, Steve Mickenbecker, says the biggest gripes related to fees and charges.
Adelaide Bank
Likes: Good at friendly service, complaint handling.
Dislikes: Could improve branch service.
ANZ
Likes: Has most satisfied customers nationally.
Dislikes: Internet banking relatively lesser rated.
Bank of Queensland
Likes: Strong in home state, friendly service. Good branch service, products, pricing.
Dislikes: Not-so-good call centre.
BankWest
Likes: Runner-up – state of WA. Runner-up – internet banking.
Dislikes: Not so good at handling complaints.
Bendigo Bank
Likes: Australia’s friendliest bank. Top branch service.
Dislikes: Net banking not up to their other high ratings.
Commonwealth Bank
Likes: Strong rating in NSW.
Dislikes: Internet banking and staff friendliness not well rated.
NAB
Likes: Quite strong nationally and in particular in NSW and SA .
Dislikes: Call centre could improve and could be friendlier.
St George
Likes: Strong performance in SA with the Bank SA.
Dislikes: Problem handling not great.
Suncorp
Likes: Rated highly for call centre, branch service and complaint handling.
Dislikes: Internet banking could improve.
Westpac
Likes: Performed well in Victorian and Queensland.
Dislikes: Customers not too happy with branch service.
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