Heritage Bank “trusted advisors” top Australia for advocacy
Heritage Bank customers are the most likely in
Australia to recommend their bank to family and friends, according to the
results of a national study just released.
Roy Morgan Single Source survey involved more than 50,000 customers of
Australia’s 16 largest banks, conducted over the 12 months to March 2017.
survey found that almost 3 million Australians were “trusted advisors” – people
who had been asked for financial advice by family or friends.
the “trusted advisor” group at each bank, Heritage Bank customers were the most
likely in Australia to recommend their bank, as indicated by their Net Promoter
Heritage’s trusted advisors had the highest NPS score in
Australia at 32.6. Next best was ING on 29.5, Bendigo Bank on 26.9, Teachers
Mutual Bank on 23.8 and ME Bank on 11.4.
By contrast, the four big bank customers all had negative
NPS scores – the Commonwealth at -7.2, NAB at -12.3, Westpac at -12.6, and ANZ
The survey also looked at the percentage of each bank’s
customers who were asked for financial advice by family and friends. Heritage
ranked third on that list at 23.3%, just behind Citibank at 25.2% and Macquarie
Heritage CEO Mr Peter Lock said it was extremely satisfying
to know that customers supported Heritage so strongly
“Topping a national survey measuring customer advocacy is a
gratifying endorsement of the value our customers we in banking with Heritage,”
“There is no stronger way of showing your faith in an
organisation than to recommend it to the most important people in your life –
family and friends.
“It’s a reflection of the efforts everyone on the Heritage
team puts in every day to deliver the people first experience our customers
prize so highly.”
For more information on the Roy Morgan survey, go to https://roymorgan.com/findings/7246-financial-advisors-june-2017-201706131119