Customer Service

The "Determined to be Different" theme conveys our determination to be better than we've ever been, by making real progress across each of our five strategic priorities with the objective of becoming Australia's finest financial services organisation, through excelling in customer service.

Customer Service

To achieve this goal we have focussed our energies on delivering our five core strategic priorities - Customer Service, Business Banking, Technology and Operational Excellence, Trust and Team Spirit and Profitable Growth. The result is that today, the Group is a significantly stronger and more dynamic organisation than it was four years ago.

Customer Service

The Group continues to make great progress in improving customer service and satisfaction levels across the organisation. In Retail Banking, the Group is now ranked second amongst major banks, and has closed the gap to the number one rated peer considerably over the past four years. Enhanced customer satisfaction has translated into improved products per customer, which is now the highest of the major banks.

In Business Banking, the Group has grown customer satisfaction faster than any other major bank over the past six months; and was the only one of the four major banks to improve customer satisfaction between June 2009 and June 2010. In Wealth Management, FirstChoice was again rated number one.