Closing in on 100 per cent satisfaction

Victoria Teachers Mutual Bank achieved the remarkable feat in July of having 97.1 per cent of its retail customers say they were satisfied with the bank. The bank's approval rating rose 2.3 percentage points in a month.

It might be the first bank in the Roy Morgan consumer banking customer satisfaction survey to achieve a perfect score.

Roy Morgan does caution that Victoria Teachers Mutual Bank is one of eight banks in its survey whose results should be treated as "indicative only", given that they have small sample sizes.

All the same, there are four banks whose satisfaction ratings are over 90 per cent (bankmecu, ME Bank, Teachers Mutual Bank and Victoria Teachers Mutual Bank) and there are another four whose ratings are over 85 per cent.

Mutual banks are the most popular group of institutions in the survey. Their ratings rose by an average of 60 basis points, to 89.7 per cent, during the 12 months to July.

Building societies are close behind, with an average rating of 89.1 per cent, but their ratings fell by 1.9 percentage points over the year to July.

Credit union ratings fell by an average of 1.3 percentage points, to 88.2 per cent, over the 12 months; foreign bank ratings rose by 1.6 percentage points, to 85.1 per cent; and the Big Four banks' ratings rose by 3.4 percentage points, to 79.5 per cent.

Among the Big Four, Commonwealth Bank has a rating of 80.9 per cent, followed by National Australia Bank (78.9 per cent), Westpac (78.3 per cent) and ANZ (78.2 per cent).