The East & Partners Business Banking Customer Satisfaction Monitor is a monthly research program providing comprehensive analysis on how successfully banks are servicing business banking customers across Australia.
Each month business customers rate their primary banking providers on satisfaction with the quality, range, ease of access and pricing of products and services. The Monitor examines customer channel usage and satisfaction with bank delivery channels - ATMS, Internet, Branch, Call Centre etc - and includes detailed questions on individual business banker performance. The Monitor also asks business customers about their switching intentions and product appetite.
Each month East will interview 850 business banking customers across Australia with the results reported to clients in the following enterprise turnover bands to represent the experiences of businesses of different size and complexity:
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Turnover Segment |
|
No of monthly interviewees |
| |
| A$5 to 25 million |
|
357 |
| |
| A$25 to 150 million |
|
281 |
| |
| A$150 to 500 million |
|
212 |
| |
| Total |
|
850 |
|
The sample is based on Australian Bureau of Statistics commercial census data, which provides a natural enterprise population view of the business banking markets by industry sector and geography.
Results are reported monthly by bank, turnover segment and state. A rolling sample will enable East to present bank results by industry sector on a quarterly basis.
Clients of the Monitor receive soft copy reports each month and have the ability to place two private questions into each round.
 Report Overview | Released:
Monthly
For more information contact:
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Robert Morgan
Head of Market Analysis
Tel: +61-2-9004 7848
Mob: +61-409 150 939
robert.m@east.com.au
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Peter Drennan
Financial Markets Analyst
Tel: +61-2-9004 7848
Mob: +61-433 437 321
peter.d@east.com.au
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