A gap has opened up between the satisfaction ratings of retail banks customers with home loans and those without. Home-buyers are giving their banks ratings that are well below overall satisfaction ratings.According to the latest Roy Morgan Research customer satisfaction survey, over the past 12 months the satisfaction rating among customers with home loans has fallen, while overall ratings have improved.Home-buyers have had the benefit of four rate cuts since May last year but they are unhappy that the banks did not pass on the official rate cuts in full.Roy Morgan's industry communications director, Norman Morris, said: "A reduction in the loan rate would normally be expected to be seen as a positive by borrowersThe rating gap between home loan and non-home loan customers is five percentage points. Westpac has the biggest rating gap - 7.9 percentage points.Morris said: "The increase in non-home loan customer satisfaction over the year is surprising, as this group is more likely to have suffered interest rate declines on their deposits."Among the Big Four banks, NAB has the top rating, of 79.8 per cent, followed by Commonwealth Bank (79.7 per cent), Westpac (76.8 per cent) and ANZ (76 per cent).Retail financial institutions that received satisfaction ratings of 90 per cent or more included Victoria Teachers Mutual Bank, bankmecu, Teachers Mutual Bank, Ubank, ME Bank, IMB and Greater Building Society.