Commonwealth Bank will use three measures in its assessment of customer satisfaction levels.
An $11 million bonus awaits CBA CEO Ralph Norris if he and his team can lift the bank from number five to number one in surveys of customer perceptions of the bank and the quality of its services. The bank must also record above average profit growth for Norris to secure the bonus.
CBA advised yesterday that it was "using three publicly available surveys to determine that ranking".
These are:
- Roy Morgan for retail banking.
- TNS for business banking.
- ASSIRT for wealth management.