Comparison of the NPS of the big four banks Australia 2013 and 2017

The Net Promoter Score (NPS) of Westpac Bank in Australia stood at negative 15.1 as of February 2017. The NPS index is used to gauge a customer’s overall satisfaction with a company’s products and services. The Net Promoter Scores of the big four banks in the country were all negative, an indication that the banks have more detractors than promoters according to the NPS scale. While the NPS scores were negative, overall customer satisfaction of the four major banks in Australia was around 80 percent.

The ‘Big Four’ banks

Commonwealth Bank, National Australia Bank, ANZ and Westpac are considered the four largest banks in the country in terms of market share and asset value. In 2018, Commonwealth Bank had a brand value of over 16.4 billion U.S. dollars. Australia’s financial regulatory system is considered robust - as of 2019, all four banks ranked in the top 25 safest banks in the world.

Rise of internet banking

Internet banking, whether through websites or mobile apps, was used by almost half of all Australians with a bank account in 2018. Accessing banking services online was by far the most commonly used banking method when compared with telephone banking or visiting a physical branch. In fact, mobile banking is fast becoming the most common way to bank across the country, with many Australians taking advantage of the convenience of using a digital platform to manage their finances.

Comparison of the Net Promoter Score (NPS) of the big four banks in Australia as of February 2013 and as of February 2017*

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Source

Release date

April 2017

Region

Australia

Survey time period

August to February 2013 and August to February 2017

Number of respondents

n = 23,885 (six months ended February 2017); n = 24,203 (six months ended February 2013)

Age group

14 years and older

Supplementary notes

*Net Promoter Score (NPS) is a method to gauge customer loyalty used by Bain & Company. Advocacy is measured on a scale of 1 to 10, with 1 being 'very unlikely' to recommend and 10 being 'very likely' to recommend. NPS is calculated by subtracting the percentage of 'Detractors' (score 1-6) from the percentage of 'Promoters' (score 9-10).

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