Big four bank satisfaction is up

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Statistics from Roy Morgan released for October 2016 to April 2017 show that satisfaction with the big four banks had risen to 80.1 per cent, shooting past the long-term average of 74.9 per cent.

This is an improvement on the last biannual statistics released, which saw satisfaction with the big four drop 2 percentage points.

CBA leads the big four in overall satisfaction levels at 81.4 per cent. This is followed by NAB at 80.2 per cent, ANZ at 78.7 per cent and Westpac at 78.1 per cent.

Westpac showed the greatest improvement in April, up 0.7 percentage points. This is attributed to improvement in home loan customer and non-home loan customer satisfaction.

Customer Satisfaction Levels:


Source: Roy Morgan Statistics

 Mortgage Customer Satisfaction:

Home loan customers still have lower satisfaction levels at 78 per cent than those with non-big four lenders, however they closed the cap slightly, with only 2 percentage points separating them. 

CBA home loan customers still lead satisfaction levels amongst the big four, however ANZ saw the greatest improvement in numbers, growing 1 percentage points.

 Satisfaction of mortgage and non-mortgage customers – big four banks:


Source: Roy Morgan Statistics

While the big four bank satisfaction levels have increased, mutual bank satisfaction continues to dominate the industry. The last results released in October 2016 show that almost 20 percentage points more customers were “very satisfied” with a non-big four lender.

Are non-big four customers happier?

When it comes to your mortgage, bigger isn’t always better. Non-big four satisfaction levels can often be attributed to their competitive incentives and discounted rates, so if you’re currently shopping around for a competitive home loan, it’s important you do as much research as you can and don’t necessarily limit yourself to well-known brands.

The comparison rate is not the only element you should be comparing. It’s also important to examine all number of factors when choosing a home loan, such as break fees, annual fees, offset accounts and the flexibility of the product.


^Words such as "top", "best", "cheapest" or "lowest" are not a recommendation or rating of products. This page compares a range of products from selected providers and not all products or providers are included in the comparison. There is no such thing as a 'one- size-fits-all' financial product. The best loan, credit card, superannuation account or bank account for you might not be the best choice for someone else. Before selecting any financial product you should read the fine print carefully, including the product disclosure statement, fact sheet or terms and conditions document and obtain professional financial advice on whether a product is right for you and your finances.

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