Australia’s biggest business lender National Australia Bank has fallen further behind its big four rivals in business customer satisfaction.
NAB had an average satisfaction rating of 6.9 out of ten in November, well behind Commonwealth Bank (7.5), Westpac (7.4) and ANZ (7.3).
According to the monthly DBM Consultants’ Business Financial Services Monitor, NAB’s satisfaction rating went backwards in November, while ANZ, which had lagged alongside it for most of the past two years, continued to pull ahead.
DBM director Maria Claridad said ANZ achieved its highest ever average score in November and was well above the 6.9 it scored in April this year.
“What ANZ has been able to achieve in the past six months is great for their business and it has closed the gap on the two major banks that were well ahead of it,’ she said.
She said the challenge now was for ANZ to sustain or improve on the customer satisfaction level.
The BFSM, which is based on interviews with 20,000 businesses a year, also showed the Commonwealth was the most popular bank among large and micro businesses, while Westpac lead among small and medium sized companies.
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