This report provides insight into the customer advocacy levels, or likelihood of individuals recommending their Main Financial Institution (MFI) to a friend or colleague, of various Australian and international banking institutions. It compares the level of advocacy for the major financial institutions in Australia, as well as regional and foreign banks, for the latest period as well as trended over time, and displays the proportion of an institution's customers that are distributed across the various levels of advocacy. This report also compares MFI customer satisfaction by high, medium and low advocates and tracks the MFI customer satisfaction of high advocates over time.
This report allows an insight into the advocacy behaviour of financial institution customers. Due to customer advocacy being an influential medium in the recruitment of customers, it is important to be aware of the extent in which customers are recommending financial companies to others.
The brands in this report include ANZ, Bank of Queensland, BankWest, Bendigo Bank, Citibank, Commonwealth Bank, Woolworths Ezy Banking, HSBC, ING, NAB, St. George Bank, Suncorp, Suncorp Metway, Metway Bank, QIDC, Suncorp BS, Westpac, Arab Bank Australia, BNP Paribas, Deutsche Bank, Rabobank, all Building Societies and all Credit Unions.