Customers expressed high overall satisfaction with ME Bank’s internet services.

ME Bank did not score so well with its branch services but this is not surprising, as it has limited bricks and mortar branches and does most of its business through call centres and online banking – both of these scored highly with customers.

Canstar Blue, a new initiative of CANSTAR, commissions Colmar Brunton to survey 5,000 Australian consumers about their main financial institution. NAB today received the Most Satisfied Customers Award for a Major Bank, and ME Bank was awarded the Award for a Challenger Bank.

Results are comparative and it should be noted that brands that received three stars have still achieved a satisfaction measure of at least six out of 10.

Overall satisfaction

ME Bank received five stars for overall satisfaction, followed by ING Direct, Bendigo Bank, Suncorp, Bankwest, BOQ, St George, BankSA and, Adelaide Bank on four stars, and Citibank on three stars.

Branch services

Bendigo Bank received five stars, while Suncorp, Bankwest, BOQ, St George and BankSA received four stars. ING Direct and Adelaide Bank were awarded three stars, while ME Bank and Citibank received two stars.

Call centre service

ME Bank scored five stars, followed by ING Direct on four stars and Bendigo Bank, Suncorp, Bankwest, BOQ, St George, BankSA, Adelaide Bank and Citibank on three stars.

Internet banking

ME Bank and ING Direct both received five stars, while Bendigo Bank, Suncorp, Bankwest, BOQ, St George, BankSA and Adelaide Bank received four stars. Citibank received three stars.

Products and pricing

ME Bank and ING Direct received five stars, while Bendigo Bank received four stars. Suncorp, Bankwest, BOQ, St George, BankSA, Adelaide Bank and Citibank all received three stars.

Problem solving

ME Bank was awarded five stars, followed by ING Direct, Bendigo Bank, Suncorp and BankSA on four stars, and Bankwest, BOQ, St George, Adelaide Bank and Citibank on three stars.

Innovative

ING Direct received five stars and ME Bank and Bendigo Bank received four stars. Suncorp, BankSA, Bankwest, BOQ, St George, Adelaide Bank and Citibank received three stars.

Friendly

ME Bank and Bendigo Bank received five stars, while ING Direct, Suncorp, BankSA, Bankwest, BOQ, St George received four stars and Adelaide Bank and Citibank received three stars.

8 April 2011.

View the 2010 challenger bank satisfaction ratings ...