Fed: New stidy shows bank customer not getting what they want

AAP General News (Australia)
12-10-2001
Fed: New stidy shows bank customer not getting what they want

A new survey says banks are leaving customers feeling negative and alienated -- with
a big gap between banking expectations and experiences.

Research into how customers of Australia's five major banks measure their banking experiences
has found there's a gap between what people expect from their bank and what their ideal
bank would provide.

The survey is Australia's first independent research conducted on consumer experience
with the Commonwealth, ANZ, National Australia, St George and Westpac banks.

The study asked 175 people from high, medium and low income levels about their relationship
with their bank.

Out of the big five, the Commonwealth, polled closest to the respondent's ideal, and
the NAB ranked last.

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KEYWORD: BANKS (SYDNEY)

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