Customer Satisfaction Data - CommBank Sustainability Report 2014

Sustainability Reporting 2014

Customer Satisfaction Data

All metrics capture data of the activities owned and operated by the Commonwealth Bank Group (the Group) within Australia, excluding Bankwest unless otherwise stated.

Collapse Retail Banking -
Roy Morgan Research MFI
2010 2011 2012 2013 2014
75.6% 75.2% 79.0% 83.0% 83.2%
Rank
2010 2011 2012 2013 2014
2nd 4th 2nd 1st 1st

The proportion of each financial institution's MFI Retail customers surveyed by Roy Morgan Research that are either 'Very Satisfied' or 'Fairly Satisfied' with their overall relationship (defined as those holding at least a Deposit/Transaction account) with that 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 to June, 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). The competitor set changed in 2011 to exclude St George. Rank adjustments have been applied historically.

Rank
2010 2011 2012 2013 2014
Equal 1st Equal 2nd Equal 1st Equal 1st Equal 1st

The average satisfaction of each financial institution's MFI business customers surveyed by DBM Business Financial Services Monitor. Respondents rate their overall relationship with that institution on a scale from 0 to 10 (0 is 'Extremely Dissatisfied', 10 is 'Extremely Satisfied'). This is reported as a 6 month rolling average as at 30 June. The ranking refers to CBA's position relative to the other three major Australian banks (Westpac, NAB, and ANZ).
Expand Wealth Management - Wealth Insights
Platform Service Level Survey
2010 2011 2012 2013 2014
7.70 7.74 7.86 8.32 7.94
Rank
2010 2011 2012 2013 2014
1st 1st 1st 1st 1st

The Colonial First State (the platform provider) score is calculated based on the weighted average (using the Funds Under Administration (FUA) as at December 2013 from the Plan for Life FUA subscription database) of the overall satisfaction scores of FirstChoice and FirstWrap. The ranking is calculated by comparing the 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 in the Wealth Insights survey. In 2012 the satisfaction score was calculated on a straight average of FirstChoice and FirstWrap. Due to the change in calculation of the satisfaction score in 2013, historical results have been restated. As a result, the score and ranking for 2012 has changed from 7.69 (2nd) to 7.86 (1st).