NAB number one for customer satisfaction

Tuesday, 22 May 2012

National Australia Bank (NAB) has been ranked number one for customer satisfaction amongst the major banks, according to the latest Roy Morgan Research.

The Roy Morgan Research report shows NAB's Main Financial Institution (MFI) customer satisfaction score increased by 0.5pp to 79.7% in April, gaining first position amongst the majors.

NAB has also maintained its position as number one of the majors on the Any Financial Institution (AFI) measure.1

NAB Group CEO, Cameron Clyne, said this was a significant milestone for the organisation having set the goal of closing the gap on customer service three years ago.

“Since March 2009, we have improved our customer satisfaction by 10 percentage points and we now lead the major banks for the first time since November 2000.

“Our commitment is to be competitive and over the last three years NAB has led the industry in making banking fairer, by abolishing the most-complained-about fees and having the lowest standard variable home loan rate of the major banks for 35 months, saving customers up to $1690 over the last 3 years.

“We know that what is good for customers is good for our business. In the last 15 months customers have voted with their feet with more than 820,000 people becoming NAB customers.

“I am delighted with this result, and I want to thank all of our NAB staff who have contributed to improving the experience for our new and existing customers.

“We have worked hard to ensure that we have the best products in the market and we will continue to work to ensure that we improve our customer experience,” Mr Clyne said.

The Roy Morgan Results reflect the way NAB is doing business and remaining committed to improving customer service by:

  • Reducing the time it takes to approve a home loan application
  • Launching 13SWITCH, a new switching team designed to make switching banks easier
  • Leading the industry in making mobile banking available on any smartphone or tablet, giving customers access to their money anytime, anywhere

For further information:

Media contacts

Brian Walsh
M: +61 (0) 411 227 585

Meaghan Telford
M: +61 (0) 457 551 211

1 Source: Roy Morgan Research, 6 month moving averages. NAB compared with ANZ, Commonwealth and Westpac.