Teachers Mutual tops industry for customer service

Teachers Mutual Bank was named Bank of the Year at the awards with an average of 95 per cent customer satisfaction over the eight months that it topped Roy Morgan’s customer satisfaction poll in 2015.

Meanwhile, CBA was named Major Bank of the Year for the third year running, while the Greater Building Society was named Building Society/Credit Union of the Year.

Commenting on the award win, Teachers Mutual Bank CEO Steve James said great customer service always comes down to having great staff.

“We strive to create an environment which supports and allows our employees to maximise their potential, and we’re proud to have a staff engagement score of 87 per cent, and people who enjoy going the extra mile for our members every day,” he said.

“With so much choice in the market, from credit cards through to personal accounts, we work hard to ensure that our members have the same high-quality experience, whether they come into our office, visit our website, speak with us over the phone or use mobile banking.

“If our members are buying a home, for example, we know that that is one of the most significant things they will do in their lifetime. They really appreciate having a relationship with one personal contact who will help them navigate the entire mortgage process.”

[Related: Big four’s home loan satisfaction rises]