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Commonwealth Bank of Australia (ASX:CBA) has maintained the top spot for consumer banking satisfaction among the Big Four Banks.
According to Roy Morgan’s latest report Australia’s biggest bank retained a narrow lead among overall personal customer satisfaction with 81.1 per cent.
The tally was followed by Westpac Banking Corporation (ASX:WBC) (81 per cent), National Australia Bank Limited (ASX:NAB) (80.8 per cent) and ANZ Banking Group (ASX:ANZ) (79.8 per cent) for the period in the six months to September.
Overall the survey found bank customer satisfaction reached an 18-year record high of 82.4 per cent in September.
Roy Morgan says the overall customer satisfaction level of bank customers was below 60 per cent in 2000.
Roy Morgan attributes higher levels of satisfaction, now above 80 per cent, to a concerted effort by all the banks to improve their customer focus.
Commonwealth Bank of Australia’s net profit rose to a record $8.65 billion in the 2014 financial year.
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