Big banks score negatives from customers
Australian bank customers are largely unsatisfied with their bank. Only three out of nine banks achieved positive consumer experience scores when assessed by Brisbane consulting firm Engaged Marketing’s 2010 Benchmarking Survey of 6690 consumer responses across Australia. The three Australian banks who achieved positive scores were Bank of Queensland, Bendigo Bank and Bankwest.
Combined, second tier banks scored an average 12 per cent – compared to the big four’s -21 per cent. Building societies were clear leaders, according to the study, achieving a score of 49 per cent, followed by credit unions at 37 per cent.
Source: The Advisor