Everyone knows that mutuals enjoy much higher customer satisfaction ratings than their non-mutual bank rivals. What has not been well understood is how good or not they are at turning those high ratings to their advantage. Roy Morgan Research has taken a stab at assessing this. It says mutuals have an average satisfaction rating of 89.2 per cent and capture 44 per cent of their customers "dollars" (savings and transactions accounts, card outstandings and loans). In a research report issued yesterday, Roy Morgan said the big banks get more of their customers' business, despite having lower satisfaction scores.Commonwealth Bank's current satisfaction rating is 81.1 per cent and it has 59 per cent of its customers' dollars.National Australia Bank has a satisfaction rating of 79.1 per cent and 53 per cent of its customers' dollars. Westpac's satisfaction rating is 78.7 per cent and its dollar share is 50 per cent. ANZ's satisfaction rating is 78 per cent and its dollar share is 53 per cent.Roy Morgan's general manager of financial services, Steve Laue, said: "A good customer satisfaction score can help to increase customer share, retention, loyalty and advocacy, but it does not always translate into capturing customer dollars."The mutual sector has a big advantage in terms of customer satisfaction. The challenge is to capitalise on this advantage."