Mutual lender takes out top spot for customer satisfaction

In a retail banking satisfaction survey by JD Power, Heritage Bank received a score of 829, the highest of any financial institution in the country.

It was followed by Greater Bank, People’s Choice and CUA. Commonwealth Bank received the best score of the four majors, with a result of 754.

The study, which was based on responses from retail banking customers, revealed that Heritage Bank scored the highest in two of six categories – product offerings and fees.

“It’s extremely rewarding to receive recognition from an independent third-party that reflects the views of those people who really matter in the end – our customers,” Heritage Bank CEO Peter Lock said.

“Topping the customer satisfaction score is an endorsement of our vision of being passionate about helping people, and our mission of delivering a great customer experience every time.

“I’m very proud that we’ve been recognised as Australia’s leader in customer satisfaction in the banking sector.”

The other key categories through which the study measured customer satisfaction were account activities, account information, facility and problem resolution.

[Related: Satisfaction in big four banks' home loans drops]