Big banks sell customer service message

A survey by Nielsen Media Research shows that big banks in general are closing the gap in customer attitudes, and that ANZ in particular earns higher customer satisfaction ratios than St George Bank. Nielsen found that 88.5 per cent of ANZ customers said they were either satisfied or very satisfied with their bank in the December 2004 quarter, a gain of 4.1 percentage point gain on the September quarter. St George scored a satisfaction rating of 87.8 per cent. Nielsen’s research scored a satisfaction rating of 84.7 per cent for Westpac; 83.4 per cent for Commonwealth Bank, and 83.3 per cent for National Australia Bank.

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