Bank Satisfaction Survey 2011

This year's survey shows the big four banks have not lifted their game since our 2010 report.
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03.Top-line results

Below is our table of results for overall satisfaction. Participants were asked to rate the overall performance of institutions "in terms of the products and services they offer, your dealings with them, and the value they provide".

Our survey also asked questions across a range of banking products and categories, including worst for transaction account fees, best customer service for transaction accounts, and top reasons for switching accounts. See the results below the table.



Worst three for excessive transaction account fees 

  • Westpac
  • ANZ
  • Commonwealth Bank

Top 3 barriers to switching transaction accounts

  • No point – other banks just as bad
  • Too much time and effort
  • Too much hassle to change direct credit, debit and other arrangements

Best customer service for transaction accounts (banks)

  • TCU
  • Bendigo Bank
  • bankmecu


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