Roy Morgan found that in the 6 months to February 2010, satisfaction reported by customers of the five major banks increased overall by 1.2% points to 76.2% from the previous quarter (6 months to November 2009). The biggest improver was Westpac which rose 2.8% points to 73.8%, followed by ASB (up 1.6% points to 79.6%). The top performers amongst the major five were National Bank (79.7%) and ASB (79.6%), followed by BNZ (74.3%), Westpac (73.8%) and ANZ (72.5%).

TSB Bank and Kiwibank improved their performance marginally over the previous quarter and continued to outperform their bigger competitors with a satisfaction levels of 91.4% and 83.2% respectively.

Bank Customer Satisfaction


Source: Roy Morgan Research August 2001 — February 2010.


Scott Muirhead, Customer Analytics Manager, Roy Morgan Research says:

“The February 2010 results show tentative signs that sentiment towards the major banks is beginning to improve and the major banks now have satisfaction levels well above their average performance over the last seven years and are getting closer to their peak (78.0%) reached in March 2009.

“The challenge for majors will be to continue this positive recent trend and to close the big gap to the market leaders TSB Bank and Kiwibank.”


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