Mike Smith may have become a convert to the power of the soft metrics. In his early days at ANZ Smith didn't spend much time going into customer satisfaction ratings, staff engagement scores and the like, preferring the hard data of the income statement and the balance sheet.But yesterday Smith was keen to report that the bank was the top performer in the Roy Morgan retail customer satisfaction survey, having overtaken its longstanding rival for the number one spot, St George.Smith linked the improved performance in customer satisfaction with growth in retail market share. The bank estimates its share of retail customers at more than 20 per cent, putting it in second place.  In contrast to National Australia Bank, which reported some dismal retail banking performance numbers on Tuesday, ANZ grew its Australian mortgage book by 13 per cent to $136 billion and its credit card and unsecured loan book by eight per cent to $9.3 billion. Retail deposits were up 28 per cent to $60 billion. Asia has proved to be a goldmine for deposits, which were up more than 50 per cent in the half.The bank is claiming retail mortgage market share of 12.7 per cent, up from 12.3 per cent in September and 11.9 per cent last March.It claims an 11.1 per cent share of household deposits, up from 10.5 per cent in September and 10.6 per cent last March.The retail loan book has not experienced much stress but there are danger signs. Over the past two years the proportion of mortgages 60 days or more in arrears has doubled from below 0.4 per cent to around 0.8 per cent.The number of mortgagee in possession properties stood at 157 at the end of March, up from 123 last September and 90 in March last year.