CBA tops satisfaction rating

DBM survey shows CBA Westpac lead rivals in business customer satisfaction.

Commonwealth Bank of Australia (CBA) has pulled ahead of its big bank rivals when it comes to business customer satisfaction, while Australia and New Zealand Banking Group (ANZ) continues to languish at the back of the pack.

CBA scored an average customer satisfaction rating of 7.5 out of 10 among business customers in July, the highest level ever achieved by the bank.

According to the monthly DBM Consultants' Business Financial Services Monitor (BFSM), Westpac Banking Corporation (WBC) followed CBA with an average rating of 7.4, while National Australia Bank (NAB) scored 7.1 and ANZ remained in bottom place at 7.0 out of 10.

CBA ranked highest among both micro businesses and large companies, and tied with Westpac for satisfaction among on medium sized businesses.

DBM director Maria Claridad said the big four had a combined average satisfaction rating of 7.3 in July, their highest ever rating.

"I think this very high level of satisfaction with the banks is a combination of improved customer service to businesses across the board, combined with the halo effect of interest rates falling regularly towards a 53-year low," she said.

The BFSM tracks customer service ratings among the big four banks on a monthly basis through interviews with 20,000 businesses annually.

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