Westpac disappoints business

Westpac rates the lowest of the big four banks for relationship manager penetration among small business, middle market and corporate customers.

East & Partners' reported yesterday that Westpac is failing to achieve best practice in any of the factors contributing to overall satisfaction – pricing, convenience, quality of advice, range of products and services, access to dedicated banker, access to specialists and responsiveness. It also lags its rivals in customers' assessments of their relationship mangers.

Westpac has an overall satisfaction score of 4.61 (out of 10). Top of the East & Partners ranking is NAB, with a score of 6.59, followed by St George, with 6.31, Westpac, ANZ (3.91) and Commonwealth (3.7).

All the big banks lost ground in the latest survey and the overall bank satisfaction score fell 2.6 per cent to 4.96.

Source: The Sheet

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