CBA aims to please clients and staff

The Commonwealth Bank says its growth has fallen behind due to a lack of focus on customer service and employee satisfaction. The CBA's group executive of retail banking services, Hugh Harley, said the bank is now concentrating on these “root causes” of its failure to capitalise on its branding and market share. CBA has lost market share in business lending from 15.2 per cent to 14.3 in the last year. In asset finance, its market share has declined from 16.5 per cent to 15.1 per cent. In September, the CBA launched its “Which new bank” program, intended to spur revenue growth through improved customer service and enhanced staff motivation.