ANZ tops bank customer service ratings

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.

How did your bank go in the customer satisfaction awards?

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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