Insights

The Customer Is Always Right
Article

The Customer Is Always Right

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Nielsen’s Financial Services Monitor Report for the year to June 2015 has revealed that ING has more satisfied customers than its competitors. Four in five of ING customers indicated they are satisfied with their financial provider, closely following ING is Bendigo Bank, where customer satisfaction is at 79.1%.

When looking at home loan satisfaction, nearly all ING customers said they are satisfied. The report also reveals that over than 9 in 10 customers of Suncorp Bank are satisfied with their service. NAB came in third on the customer satisfaction list with 91% satisfaction amongst their home loan customers.

With ING in prime position, we can see that their efforts to enhance the customer experience have a multitude of benefits that will ultimately increase the long-term success of their financial institution.

ING are doing this by simplifying the banking experience through technology such as apps and pay-as-you-go, services that enhance the experience and therefore satisfaction levels of banking customers.

Nielsen data reveals that nearly two thirds of Australian adults are using banking services on their smartphones. During the month of August over 8 million Australians chose to bank using their smartphone. Remarkably this is higher than the number of Australians that use their desktop or laptop.

Source: Nielsen Financial Services Monitor Report, Australia. Nielsen Consumer & Media View Finance Category dataset. Comparisons are made utilising rolling 12 months, rolling 6 months and rolling 3 months data. Nielsen Consumer & Media View is a national online survey consisting of an annual panel size of approximately 22,000 people aged 14+.

ABOUT THE NIELSEN FINANCIAL SERVICES MONITOR REPORT

The information referred to within the Nielsen Financial Services Monitor (NFSM) is derived from the Nielsen Consumer & Media View Finance Category dataset. Comparisons are made utilising rolling 12 months, rolling 6 months and rolling 3 months data. Nielsen Consumer & Media View is a national online survey consisting of an annual panel size of approximately 22,000 people aged 14+.

ABOUT NIELSEN

Nielsen N.V. (NYSE: NLSN) is a global performance management company that provides a comprehensive understanding of what consumers Watch and Buy. Nielsen’s Watch segment provides media and advertising clients with Total Audience measurement services across all devices where content — video, audio and text — is consumed. The Buy segment offers consumer packaged goods manufacturers and retailers the industry’s only global view of retail performance measurement. By integrating information from its Watch and Buy segments and other data sources, Nielsen provides its clients with both world-class measurement as well as analytics that help improve performance.  Nielsen, an S&P 500 company, has operations in over 100 countries that cover more than 90 percent of the world’s population. For more information, visit www.nielsen.com