The Great Bank Wars of 2012 made for enthralling marketing viewing and, after the National Bank shuffled off, its competitors smelled blood. Now Roy Morgan has provided some figures on just how many Kiwis shifted banks in the past year and where National Bank customers went.
There’s been no shortage of action in bankland recently, with agency shifts galore and fairly sizeable profits being announced by the big boys that could potentially lead to some fairly enthralling market-share battles this year. And one of the big ones is set to be between ASB and ANZ.
In slightly surprising news, New Zealand’s banks are leading the way when it comes to customer service, with one-third of respondents to the Colmar Brunton Distinctive Customer Experiences Survey of 1020 New Zealanders saying they had a particularly good experience when dealing with their bank in the past 12 months. And, in slightly less surprising news, telecommunications companies still have plenty of improving to do, with one in five Kiwi consumers claiming to have had a negative experience when dealing with their telco provider in the same period.
Despite anecdotal evidence that suggests all banks are sneaky, recent actual research from the June 2010 Roy Morgan New Zealand Banking Customer Satisfaction Survey has revealed positive shifts in the overall satisfaction levels for most of the major banks, with TSB retaining its position at the top of the satisfaction pile, but Kiwibank is on its tail.