The good news for New Zealand banks is that Canstar Blue’s latest survey of more than 2,300 New Zealand banking customers found pretty high levels of overall satisfaction with what their chosen financial institution was doing. We are collectively more satisfied with some services on offer than with others though…
In line with our digital age, online banking received a high tick of approval; more so than call centre service.
It seems that many respondents still like face to face contact through, with branch service also scoring well. Perhaps not surprisingly, fees and charges was the area in which we were least likely to be satisfied. Canstar Blue’s survey findings across various aspects of bank service were as follows:
| Service | High satisfaction | Neutral | Low satisfaction | Don’t know |
| Branch Service | 73% | 16% | 4% | 6% |
| Call Centre Service | 56% | 17% | 4% | 23% |
| Internet banking | 82% | 10% | 2% | 6% |
| The way problems are dealt with | 65% | 18% | 5% | 12% |
| Efficiency in dealing with inquiries | 71% | 18% | 5% | 7% |
| Fees/charges | 49% | 36% | 15% | 0% |
| Interest rates | 47% | 41% | 12% | 0% |
Source: Canstar Blue banking satisfaction survey
Canstar Blue has surveyed the banking habits and preferences of more than 2,300 New Zealanders. Check our survey results here.
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