3 October 2018
Heritage Bank has scored the highest customer satisfaction of any financial institution in the country, according to Roy Morgan Research*.
CEO Peter Lock said that Heritage had topped the Roy Morgan Research survey for customer satisfaction in the banking sector in August, which is the latest available monthly result.
Heritage scored a 93.2% satisfaction rating in the survey, the highest in the country. It is the third time this year that Heritage has had the highest customer satisfaction rating in the country in the monthly results.
The top five organisations in the August survey are all customer-owned institutions, with satisfaction ratings that are well ahead of the major banks.
“I am absolutely delighted that our customers have given us the highest satisfaction ratings in the country,” Mr Lock said.
“Keeping our customers happy is the ultimate test of how well we are delivering on our people first promise.
“As a customer-owned bank, our over-riding objective is to provide customers with great value and a great banking experience.
“We operate on a very different model to the big banks, which chase large profits to pay dividends to their shareholders.
“We don’t put profits ahead of people, and we don’t squeeze customers to please shareholders.
“With the release of the Royal Commission interim report last week, we’ve heard about the dubious practices that can occur when profit maximisation becomes a top priority.
“That’s definitely not the case at Heritage, and our nation-leading satisfaction rating is proof that we provide our customers with a service they value and they enjoy.”
Mr Lock paid tribute to the Heritage workforce for maintaining such a high level of customer satisfaction.
“Our staff bring Heritage’s people first culture to life and continually go the extra mile to ensure our customers have the best banking experience possible.
“Our culture is built around serving our customers, and I constantly hear amazing stories of how our staff have gone above and beyond their normal duties to make that happen.
“Heritage Bank is the perfect example of why big bank customers should think about switching to a customer-owned alternative, for a more satisfying and more people-focussed banking experience.”
*Roy Morgan Australia Customer Satisfaction August 2018.