Customer satisfaction falters 31 October 2007 5:36PM John Kavanagh Databank, Bank customer satisfaction levels have peaked. After reporting higher levels of satisfaction with their banks throughout 2006 and early this year, customers had a change of heart in the September 2007 quarter. According to the latest Roy Morgan Research survey of consumer banking customer satisfaction, published yesterday, the average score for the big four was up 3.5 percentage points for the year to September but fell 0.2 percentage points in the September quarter. The average for all banks in the survey was up 3.3 percentage points over the year to September and flat in the quarter. The downturn in customer satisfaction could be attributed to the increase in mortgage and credit card rates in August. Another factor is the recent debate over the fairness of so-called exception fees, such as late payment and over-limit charges. Consumers have been particularly sensitive on the issue of fees in the past. The bank with the happiest customers remains Bendigo Bank, which has a satisfaction rating of 89.8 per cent. Bendigo's rating dropped one percentage point in the September quarter. Among the majors St George has the top rating, at 79.3 per cent, followed by ANZ (75 per cent), Westpac (72.6 per cent), National (68.4 per cent) and Commonwealth (67.9 per cent). Westpac and St George were the only majors whose ratings rose in the September quarter. ANZ and NAB had the biggest falls If present trends continue Commonwealth will overtake NAB and hand over the wooden spoon it has held since late 2004.