Expand All Download Excel
2012 2013 2014 2015 2016

Commonwealth Bank of Australia

 
2012 2013 2014 2015 2016
79.0% 83.0% 83.2% 84.2% 82.8%
Rank
2nd 1st 1st 1st 1st

The metric represents the proportion of retail Main Financial Institution (MFI) customers surveyed by Roy Morgan Research that are either 'Very Satisfied' or 'Fairly Satisfied' with their overall relationship (defined as customers who consider CBA to be their main financial institution, and hold at least a Deposit/Transaction account) with their financial institution on a scale of 1 to 5 where 1 is 'Very Dissatisfied' and 5 is 'Very Satisfied'. The metric is reported as a 6 month rolling average, based on the Australian population aged 14 and over. The ranking refers to CBA’s position relative to the other three main Australian banks (Westpac, NAB and ANZ).

 
2012 2013 2014 2015 2016
7.3 7.4 7.4 7.5 7.2
Rank
Equal
1st
Equal
1st
Equal
1st
Equal
1st
Equal
1st

The metric represents the average satisfaction of CBA's Business and Institutional Banking customers as measured by DBM’s Business Financial Services Monitor. Respondents rate their overall satisfaction using an 11-point scale (where 0 is 'Extremely Dissatisfied' and 10 is 'Extremely Satisfied'). Results are reported as a 6 month rolling average as at 30 June. The rank refers to CBA’s position relative to the other three major Australian banks (Westpac, NAB and ANZ).

 
2012 2013 2014 2015 2016
7.86 8.32 7.94 7.75 8.07
Rank
1st 1st 1st 2nd 1st

The Colonial First State (the platform provider) score is calculated based on the weighted average (using Funds Under Administration (FUA) from the most recent Plan for Life FUA subscription database) of the overall satisfaction scores (out of 10) of FirstChoice and FirstWrap. The ranking is calculated by comparing the overall satisfaction score with the weighted average of other platform providers in the relevant peer set. The relevant peer set includes platforms belonging to Westpac, NAB, ANZ, AMP and Macquarie Bank in the Wealth Insights survey.

Bankwest

2012 2013 2014 2015 2016
7.3 7.5 7.5 7.4 7.6

Bankwest Main Financial Institution (MFI) Retail Customer Advocacy refers to the average score MFI retail customers give on a scale of 1-10, based on their likelihood of recommending their main financial institution. The metric is measured by Roy Morgan Research on a 6 month rolling average, based on the Australian population aged 14 and over.

2012 2013 2014 2015 2016
6.1 6.5 6.9 7.2 7.8

Bankwest Main Financial Institution (MFI) Business Customer Advocacy refers to the average score MFI business customers give on a scale of 0-10, based on their likeliness to recommend their main financial institution. The metric is measured by DBM as part of their Business Financial Services Monitor on a 6 month rolling average.

Sovereign

72.1% 73.3% 77.5% 79.1% 81.8%
2012 2013 2014 2015 2016
72.1% 73.3% 77.5% 79.1% 81.8%

The average score of customer experience measured by the Customer Experience Survey, which is sent to customers who have had a recent interaction with Sovereign. The score is based on averages from three customer groups - new customers, existing customers and customers who have made a claim.

ASB

 
2012 2013 2014 2015 2016
- 79.6% 74.1% 73.0% 74.5%
Rank
- 2nd 3rd 3rd 3rd

The proportion of main bank retail customers surveyed by Camorra Research that rated their overall level of service as 'Excellent' or 'Very good' (defined as the main provider of financial services by the customer) on a scale of 1 to 5 where 1 is 'Poor' and 5 is 'Excellent'. The metric is reported as a 12 month rolling average to June, based on the New Zealand population aged 15 - 79. The ranking refers to ASB’s position relative to the other four main New Zealand banks (ANZ, BNZ, Kiwibank and Westpac).

 
2012 2013 2014 2015 2016
- 77% 76% 76% 78%
Rank
- 1st 1st 1st 1st

The proportion of main bank business and rural customers surveyed by TNS that rated their main bank overall as 'Excellent' or 'Very good' (main bank is defined as the main provider of financial services by the customer) on a scale of 1 to 6 where 1 is 'Excellent' and 6 is 'Very poor'. The metric is reported as a 4 quarter rolling average to June, based on the New Zealand business and rural population. The ranking refers to ASB’s position relative to the other main New Zealand banks. The competitor set for different segments varies: For small businesses - ANZ, BNZ, Kiwibank and Westpac; For commercial and corporate – ANZ, BNZ and Westpac; For rural – ANZ, BNZ, Westpac and Rabobank.

PT Bank Commonwealth

 
2012 2013 2014 2015 2016
- 80.8% 77.4% 84.7% 68.3%
Rank
- 7th 7th 3rd 8th

Marketing Research Indonesia conducts the Banking Service Excellence Monitoring (BSEM) survey independently every year using mystery shopping methodology. In 2016, BSEM measured service excellence performance of the top 20 banks in Indonesia (private owned-banks, government banks and foreign banks).