ANZ may be smarting at its slide down the ranks of "satisfied" customers as measured by market research firms.ANZ chair John Morschel devoted some of his commentary in the bank's 2012 shareholder review to an analysis of this trend."Since the onset of the global financial crisis, the reputation of banks throughout the world has been challenged," Morschel wrote. "Although Australian banks have remained strong throughout this period, we have also had to face up to community concerns about our industry and increase our efforts with customers and with the wider community."Shortly before the close of the ANZ's financial year, the bank ranked lowest among the Big Four banks in Roy Morgan Research's retail customer satisfaction survey, as well as in Roy Morgan's business customer survey. ANZ led its peer group on these indices for many years.ANZ also rated fourth in DBM's Business Financial Services Monitor.Morschel wrote that "structural changes to our business in 2012 to adjust to the more difficult operating environment" may be the cause of the decline.He argued that has since been "early recognition of our progress" in reversing these trends, as evidenced by ANZ receiving several industry awards.Note: An earlier version of this story said that since the close of ANZ's 2011-12 financial year, it had climbed past Westpac in the DBM rankings. This was incorrect. Banking Day regrets the error. Normal 0 false false false EN-AU X-NONE X-NONE