Customer satisfaction confusion

Competing surveys show differing results for Commonwealth Bank in the contest for customer contentedness. A report from research house Nielsen shows that 80 per cent of customers who consider CBA their main financial institution were satisfied in the three months to September 30, an increase of 4.9 percentage points from the previous quarter. The findings conflicted with Roy Morgan's monthly poll, which found 65.3 per cent of CBA's customers were satisfied. Both surveys showed ANZ and St George in a heat for the best regarded bank.

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