Big banks get a thumbs up from businesses

Our top banks are taking customer satisfaction to new levels.

a woman

You’re reading a free article with opinions that may differ from The Motley Fool’s Premium Investing Services. Become a Motley Fool member today to get instant access to our top analyst recommendations, in-depth research, investing resources, and more. Learn More

It could be record low interest rates or even new technology that are making the banks look so good, but in August the big four took customer satisfaction to a new level.

The banks averaged 7.3 out of 10 in August, their highest level since the DBM Consultants Business Financial Services Monitor (BFSM) survey began four years ago. "The figures for most of the major banks, not just the Commonwealth Bank, have risen since our research started four years ago," DBM Consultants Director Maria Claridad said.

Ironically the two banks that draw the smallest amount of revenue (as a percentage of total revenue) from business and focus on competing fiercely for retail customers and home loans, excelled in the BFSM. Commonwealth Bank (ASX: CBA) took the top spot with an average 7.6 out of 10, and Westpac (ASX: WBC), Australia's second biggest bank, scored an average of 7.4 out of 10.

Whilst Commonwealth and Westpac have been fighting for increased market share of mortgages, NAB has been expanding its business banking and wealth management to increase revenues. Since 2007, ANZ (ASX: ANZ) has been focusing on growing market share overseas, particularly throughout Asia, as part of its 'Super Regional Strategy'. ANZ and NAB (ASX: NAB) have continued to lag behind their peers in the review, managing to score an average of just 7 out of 10.

The big banks have used Australia's money to make billions of dollars every year and return it to shareholders… want to get some dividends of your own? Take a look at the Motley Fools favourite income idea for 2013-2014 in our brand-new, FREE research report, including a full investment analysis! Simply click here for your FREE copy of "The Motley Fool's Top Dividend Stock for 2013-2014."

More reading


Motley Fool contributor Owen Raszkiewicz does not have a financial interest in any of the mentioned companies.   

More on ⏸️ Investing

A white and black robot in the form of a human being stands in front of a green graphic holding a laptop and discussing robotics and automation ASX shares
Technology Shares

Joining the revolution: How I'd invest in ASX AI shares right now

Advances in artificial intelligence (AI) could usher in a new industrial revolution. Here’s how you can invest in it.

Read more »

Close up of baby looking puzzled
Retail Shares

What has happened to the Baby Bunting (ASX:BBN) share price this year?

It's been a volatile year so far for the Aussie nursery retailer. We take a closer look

Read more »

woman holds sign saying 'we need change' at climate change protest
ETFs

3 ASX ETFs that invest in companies fighting climate change

If you want to shift some of your investments into more ethical companies, exchange-traded funds can offer a good option

Read more »

a jewellery store attendant stands at a cabinet displaying opulent necklaces and earrings featuring diamonds and precious stones.
⏸️ Investing

The Michael Hill (ASX: MHJ) share price poised for growth

Investors will be keeping an eye on the Michael Hill International Limited (ASX: MHJ) share price today. The keen interest…

Read more »

ASX shares buy unstoppable asx share price represented by man in superman cape pointing skyward
⏸️ Investing

The Atomos (ASX:AMS) share price is up 15% in a week

The Atomos (ASX: AMS) share price has surged 15% this week. Let's look at what's ahead as the company build…

Read more »

Two people in suits arm wrestle on a black and white chess board.
Retail Shares

How does the Temple & Webster (ASX:TPW) share price stack up against Nick Scali (ASX:NCK)?

How does the Temple & Webster (ASX: TPW) share price stack up against rival furniture retailer Nick Scali Limited (ASX:…

Read more »

A medical researcher works on a bichip, indicating share price movement in ASX tech companies
Healthcare Shares

The Aroa (ASX:ARX) share price has surged 60% since its IPO

The Aroa (ASX:ARX) share price has surged 60% since the Polynovo (ASX: PNV) competitor listed on the ASX in July.…

Read more »

asx investor daydreaming about US shares
⏸️ How to Invest

How to buy US shares from Australia right now

If you have been wondering how to buy US shares from Australia to gain exposure from the highly topical market,…

Read more »