Borrow
Banking approvals grow despite turbulent year
The big four banks are continuing to fall behind smaller authorised deposit-taking institutions, according to the latest customer satisfaction ratings.
Banking approvals grow despite turbulent year
The big four banks are continuing to fall behind smaller authorised deposit-taking institutions, according to the latest customer satisfaction ratings.
Roy Morgan’s Single Source survey has showed that ING has the highest banking approval rating, with the research house’s CEO, Michele Levine, considering the smaller bank as leading the way for both home loans and standard banking customers.
“ING is the only financial institution with a satisfaction rating higher than 90 percent and enjoys a strong lead over second-placed Bendigo Bank,” she stated.
Home loan customers have given ING a satisfaction rating of 90.9 per cent, followed by Bendigo Bank on 86.9 per cent.
The top 10 was comprised of Bankwest (81.6 per cent), BankSA (80.2 per cent), ME Bank (78.4 per cent), St.George (77.3 per cent), Suncorp (76.1 per cent), CBA (75 per cent), NAB (70.8 per cent), Westpac (69.3 per cent) and ANZ (66.6 per cent).
The satisfaction of non-home loan customers told a similar story, with ING once again leading the way with a rating of 92 per cent.
This was followed by Bendigo Bank on 88.3 per cent, then Suncorp (85.8 per cent), ME Bank (84.1 per cent), BankSA (82.4 per cent), St.George (80.9 per cent), CBA (79.4 per cent), Bankwest (77.2 per cent), Westpac (76.7 per cent), ANZ (76.1 per cent) and NAB (75.9 per cent).
“It’s no secret that 2019 has been a turbulent year for the Australian banking industry, with the banking royal commission report, record-low cash rates, a federal election, and APRA’s relaxing of consumer lending requirements,” Ms Levine noted.
“Perhaps surprisingly, despite this, customer satisfaction ratings of our banks have remained relatively stable,” she added.
RELATED ARTICLES
About the author
About the author
Banking
Australian brokerage pedals ahead using consented data for a speedy advantage
Open banking is no longer a concept; it is an operating model shift changing how brokers originate and package credit. Australia’s early movers, backed by the Consumer Data Right (CDR) and a ...Read more
Banking
BOQ’s mortgage squeeze is a market signal: where banks will win next as competition bites
Bank of Queensland’s shrinking home-loan book is more than a single-institution story; it’s a barometer of how Australia’s mortgage market is being rewired by broker power, non-bank agility and ...Read more
Banking
RBA’s next move: Why a November cut could reset corporate risk budgets
Australia’s unemployment rate has risen to a four‑year high, sharpening the case for another Reserve Bank easing as growth moderates. With GDP expanding 0.6% in the June quarter and 1.8% year on year, ...Read more
Banking
PayPal Open Debuts in Australia: A Unified Platform for Business Growth
Sydney, 14 October 2025 – In a significant move to bolster commerce capabilities for businesses across Australia, PayPal has officially launched its new merchant platform, PayPal OpenRead more
Banking
RBA holds interest rates steady at 3.6% amid strong labour market and inflation concerns
In a widely anticipated move, the Reserve Bank of Australia (RBA) announced that it would maintain the cash rate at 3.6%. The decision was unanimous, reflecting a cautious approach as the central bank ...Read more
Banking
Hardship is the new conduct frontier: A bank’s playbook for turning ASIC scrutiny into ROI
ASIC has put financial hardship on its 2025 enforcement radar, shifting lender performance from a customer service problem to a board-level conduct risk. This case study examines how an Australian ...Read more
Banking
RBA flags price uplift as Home Guarantee expansion accelerates: what it means for banks, builders and the bottom line
Australia’s expanded Home Guarantee Scheme (HGS) has been brought forward to 1 October, compressing a multi‑year policy shift into weeks. The RBA expects the changes to lift borrowing capacity and add ...Read more
Banking
ASIC's crackdown on private credit sector gains support from industry veteran
In the wake of the Australian Securities and Investments Commission's (ASIC) recent regulatory actions, Richard Woodhead, Founder and Managing Director of GPS Investment Fund, has voiced strong ...Read more
Banking
Australian brokerage pedals ahead using consented data for a speedy advantage
Open banking is no longer a concept; it is an operating model shift changing how brokers originate and package credit. Australia’s early movers, backed by the Consumer Data Right (CDR) and a ...Read more
Banking
BOQ’s mortgage squeeze is a market signal: where banks will win next as competition bites
Bank of Queensland’s shrinking home-loan book is more than a single-institution story; it’s a barometer of how Australia’s mortgage market is being rewired by broker power, non-bank agility and ...Read more
Banking
RBA’s next move: Why a November cut could reset corporate risk budgets
Australia’s unemployment rate has risen to a four‑year high, sharpening the case for another Reserve Bank easing as growth moderates. With GDP expanding 0.6% in the June quarter and 1.8% year on year, ...Read more
Banking
PayPal Open Debuts in Australia: A Unified Platform for Business Growth
Sydney, 14 October 2025 – In a significant move to bolster commerce capabilities for businesses across Australia, PayPal has officially launched its new merchant platform, PayPal OpenRead more
Banking
RBA holds interest rates steady at 3.6% amid strong labour market and inflation concerns
In a widely anticipated move, the Reserve Bank of Australia (RBA) announced that it would maintain the cash rate at 3.6%. The decision was unanimous, reflecting a cautious approach as the central bank ...Read more
Banking
Hardship is the new conduct frontier: A bank’s playbook for turning ASIC scrutiny into ROI
ASIC has put financial hardship on its 2025 enforcement radar, shifting lender performance from a customer service problem to a board-level conduct risk. This case study examines how an Australian ...Read more
Banking
RBA flags price uplift as Home Guarantee expansion accelerates: what it means for banks, builders and the bottom line
Australia’s expanded Home Guarantee Scheme (HGS) has been brought forward to 1 October, compressing a multi‑year policy shift into weeks. The RBA expects the changes to lift borrowing capacity and add ...Read more
Banking
ASIC's crackdown on private credit sector gains support from industry veteran
In the wake of the Australian Securities and Investments Commission's (ASIC) recent regulatory actions, Richard Woodhead, Founder and Managing Director of GPS Investment Fund, has voiced strong ...Read more
