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Business customer satisfaction has peaked

After achieving solid increases in 2010 and 2011, the big banks' business customer satisfaction ratings have been moving sideways for the past year. The latest Roy Morgan Research business banking satisfaction report, published yesterday, shows that Commonwealth Bank and Westpac's ratings have increased by half a percentage points over the year to March, while NAB's rating has fallen 1.9 percentage points and ANZ's by 3.6 percentage points.The gap between Westpac, which has the highest business customer rating among the majors, and ANZ, which has the lowest, is 7.5 percentage points.One interesting result is that Westpac has a higher rating than its subsidiary, St George Bank, which has a rating of 67.5 per cent. St George has traditionally enjoyed strong support among small business owners.

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