25/03/2009 - 11:56

Westpac tops BankWest in WA survey

25/03/2009 - 11:56

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Westpac has pipped BankWest as the bank having the most satisfied customers in Western Australia, a survey by financial ratings service Canstar Cannex has found.

Westpac tops BankWest in WA survey

Westpac has pipped BankWest as the bank having the most satisfied customers in Western Australia, a survey by financial ratings service Canstar Cannex has found.

Westpac's customer service ranked third in Victoria and Queensland, fourth in the Northern Territory and the ACT and sixth in New South Wales.

Nationally, ANZ had the most satisfied customers, while Bendigo Bank had the friendliest staff, and Citi was recognised as offering the best internet banking service.

Focussing on WA, Cannex asked rhetorically "what happened to BankWest?"

The survey said uncertainty over the recent acquisition of BankWest by the Commonwealth Bank had seen customer confidence dip, but that the lapse should be temporary, with BankWest returning to full strength in the next survey.

The same fate has befallen St George, which once had a stronghold on its home state of New South Wales.

After starting life as a building society, St George rose to become a second-tier bank of note, but its recent merger with Westpac had shaken up its loyal customer base.

Similarly, Cannex predicts St George to return to its previous status next year.

 

Cannex's national announcement is below:

 

ANZ has been named as the bank having the most satisfied customers around the country, according to a new survey by Canstar Cannex, Australia's premier financial ratings service.

"We surveyed all banks on a national and state level to award our first-ever Customer Satisfaction awards across a range of areas that matter to customers," Canstar Cannex head of research Steve Mickenbecker said.

"These include branch service, call centres, internet banking, product and pricing, and complaint handling. "We even looked at that elusive but meaningful wow factor in the banks' offerings, plus staff friendliness."

After winning the award for Most Satisfied Customers in New South Wales and Australia, ANZ was named the national winner.

Bendigo Bank was the big winner for its staff friendliness, according to Canstar Cannex's survey. The bank had the most number of satisfied customers in Victoria and Queensland and picked up a swag of accolades for their friendly service in the branch and call centre.

Bendigo Bank's customers believe their bank has that 'wow' factor which can be described as providing a product or service that exceeds customer expectation.

"It's no surprise that fees and charges are the biggest gripe customers have with banks," Mr Mickenbecker said.
"These complaints from real customers range from ATM fees to break costs on mortgages."

Victorians, it seems, are happiest with their banks while their neighbours in New South Wales are the least happy.

 

 

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