24 July 2012 7:09am
ANZ's measure of customer satisfaction in the retail market continues to drift. The monthly data compiled by Roy Morgan Research put ANZ's rating at 73.2 per cent, the fourth of the major banks.
From 2004 to 2009, ANZ led the industry on this score. The decline to fourth position in the rankings is recent, with Roy Morgan's monitor linking the decline to a rise in the level of dissatisfaction of ANZ customers who have a home loan with the bank.
The bank's new policy of monthly home loan interest rate reviews may be the defining factor here.
All major banks have recorded declines in satisfaction, Norman Morris, the industry communications director for Roy Morgan, said.
NAB leads the Big Four with a 78.2 per cent satisfaction rating, followed by Commonwealth Bank, at 77.3 per cent.
The mutual banks, as usual, recorded very high ratings. Victoria Teachers Mutual Bank received a 93.7 per cent rating from its customers, followed by Teachers Mutual bank (in New South Wales), at 91.4 per cent.