ING DIRECT outperformed other top banks on customer service and customer recommendation, the latest Nielsen Financial Services Monitor shows.
According to the report, 78.3 per cent of ING DIRECT’s 1.4 million customers are satisfied with the bank. ING DIRECT also ranked highest for the percentage of customers who would recommend the bank to family and friends (74.6 per cent).
The bank’s chief executive officer Don Koch says the ranking reflects the customer centric focus of the bank and the success of the new Orange Everyday transactional account.
“Our fee free proposition is shaking up the market and driving competition,” Mr Koch said.
Bendigo Bank came in a strong second for customer satisfaction (76.9 per cent) and customer recommendation (71.3 per cent), according to the Monitor.
Of the 14 banks named, the average result for customer satisfaction and customer recommendation was 58.6 per cent and 51 per cent respectively.
Citibank ranked last with customer satisfaction at 46.5 per cent and customer recommendation at 37 per cent.