Home topics news eCommerce News eCommerce Customer banking satisfaction nears record high Guillermo Troncoso January 27, 2015 Personal banking customers experienced a 1.1 per cent rise in satisfaction in the last 12 months, pushing satisfaction levels recorded in the Roy Morgan Research Consumer Banking Satisfaction Report to an almost 18-year high. The survey of 50,000 individuals revealed personal banking satisfaction levels hit 82.6 per cent in December, just short of the 82.8 per cent record high recorded in November 2014. The Commonwealth Bank of Australia (CBA) topped the big four banks in customer satisfaction ratings, maintaining the lead with 81.6 per cent. Westpac (80.9 per cent) came a close second, followed by NAB (80.3 per cent) and ANZ (79.3 per cent). “All the major banks have shown big improvements in customer satisfaction over more than a decade, to the point where they are now competing closely for top position, but very little separates them. The challenge now is for the big four banks to catch up with the considerably better scores of the smaller banks,” Norman Morris, Industry Communications Director, Roy Morgan Research, said. “Other banks” were revealed to currently be holding a satisfaction level of 86.5 per cent, a 6.9 per cent increase from the results seen in 2005. While general banking customers are exhibiting higher levels of satisfaction, big bank housing loan customers were found to have overall lower satisfaction ratings than other customers. Bendigo saw the highest home loan customer satisfaction level with 93.2 per cent. Suncorp