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The satisfaction level of the big four banks’ personal customers in the six months to October was down 0.3%, from September’s 81.2% to 80.9%, according to a survey by Roy Morgan Research.

Similarly, the survey also found that home loan customer satisfaction fell by 0.8% points to 79.2%, and the satisfaction level of other bank customers dropped 0.2% to 81.3%.

Of the four, CBA has the highest satisfaction level at 82.4%, having only suffered a 0.1% decline in October.

On the other hand, ANZ took the biggest hit to its satisfaction level, by 0.9%, down to 78.6%.

NAB was down 0.4% to 81.0%, and Westpac dropped 0.3% to 79.7%.

Home loan customer satisfaction levels for all four major banks declined in October. From 80.0% in September, it went down to 79.2%.

As with its large overall customer satisfaction decline, ANZ reported the biggest decline among the four, from 77.4% to 75.8%. NAB is at 77.6% from 78.8%, Westpac is at 80.0% from 80.8%, and CBA is 81.8% from 82.0%.

Banks other than the big four were relatively unchanged in terms of customer satisfaction, at 86.7%.

In fact, the mutual sector enjoyed an increase of 0.1%, to 91.4%.

ING Direct home customers had the highest satisfaction at 94.7% among banks outside of the big four.

 It is followed by ME Bank at 88.9%, BankSA at 88.6%, and Suncorp at 88.1%.
 

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