Heritage Bank once more tops Australia for customer satisfaction

1 September 2020

Heritage Bank’s outstanding service continues to win international acclaim, with global research firm J.D. Power today rating Heritage as the number one bank in Australia for customer satisfaction.

Heritage has the highest score of any bank in the country in the J.D. Power 2020 Australia Retail Banking Satisfaction Study, released today.

This is the third time in the study’s five-year history that Heritage has rated the highest in Australia.

The accolade follows Heritage being named number one bank in Australia by international business magazine Forbes in their World’s Best Bank list in June.

Heritage CEO Peter Lock said the results yet again reaffirmed the value of the bank’s customer-centric approach.

“These results are based on feedback from our actual customers, the ultimate judges of how well we fulfil our people-first mission,” Mr Lock said.

“To score the highest satisfaction ratings in Australia speaks volumes about our success in delivering an outstanding banking experience for customers.

“The difference between us and bigger banks is that we’re genuine about putting the interests of our customers ahead of other motivations.

“We’re authentic and it shows.”

The Australia Retail Banking Satisfaction Study measures customer satisfaction with the products and services provided by their primary financial institution. The study measures overall satisfaction in six key factors (in order of importance):

  • channel activities;
  • convenience;
  • product and fees;
  • communication and advice;
  • account opening; and
  • problem resolution.

The 2020 Australia Retail Banking Satisfaction Study is based on responses from 5,584 bank customers across Australia.

The Australia Retail Banking Satisfaction Survey is part of a series of national satisfaction surveys JD Power conduct across North America and Asia.

For more information on the study, go to www.jdpower.com/business/press-releases/2020-australia-retail-banking-satisfaction-study