Customer satisfaction with the country’s big four banks are declining according to a recent poll conducted by Roy Morgan Research.

 

Despite an overall decline, Westpac is the clear leader of the big four at 66.8 per cent, ahead of the NAB at 64.9 per cent, ANZ at 63.9 per cent and the Commonwealth Bank at 61.7 per cent.

 

Despite the drop in the latest month, the satisfaction level of bank business customers is still 3.6% points higher than at this time last year (61.5%), with all of the major banks exhibiting an increase over this period.  NAB showed the largest improvement over the last 12 months at 6.3% points closely followed by Westpac at 6.2% points, whilst the leading major bank Suncorp has improved just 0.1% points compared to April 2011.

 

“The decline in satisfaction among the banks’ business customers in April 2012 has further increased the gap between consumer and business satisfaction, which now sits at 13.6% points in April 2012. The banks are clearly not delivering on the expectations of business customers who are facing difficult trading conditions and economic uncertainty,” Norman Morris, Industry Communications Director, Roy Morgan Research said.

 

The report can be purchased here