16 December 2016
Heritage Bank, a BCCM member, has topped the J.D. Powers 2016 Australia Retail Banking Satisfaction Study.
Peter Lock, CEO of Heritage Bank, said “it’s extremely rewarding to receive recognition from an independent third-party that reflects the views of those people who really matter in the end – our customers.”
Customer-owned banks left their investor-owned competitors behind, with the top four banks for customer satisfaction owned by their customers.
The customer-owned banks making up the top four were Greater Bank, People’s Choice and CUA.
The best of the big four banks was Commonwealth Bank with a score of 754, compared to Heritage Bank’s score of 829.
The scores were based on customer satisfaction on account information, products, fees, facilities, problem resolution and account activities.
The positive result in the customer satisfaction study follows recognition of the strong product offerings and commitment to gender equality of Australian credit unions and mutual banks in the past month.
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