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Last Chance to Have Your Say About Your Bank

26th June 2005

Last Chance to Have Your Say About Your Bank

This is the final week of CTMA's major study to discover how well New Zealand customers are served by their banks.

For the past six weeks customers from all over New Zealand have been providing feedback about their banking experiences by accessing the on-line survey at

Study director Paul Linnell explains "Nowadays, most people have a bank account. In fact, for many it's quite difficult to get along without one! But how does this affect the way banks regard us?

Are they keen for our business and serve us well
– or do they take us for granted?

Are they efficient and helpful

– or could they improve?

“The problem with most satisfaction research is that customers become sceptical and companies become seduced by score-chasing marketing exercises”.
“The ‘My New Zealand Bank’ study is very different.

This study is not about ‘satisfaction’, it’s more about ‘dissatisfaction’ and finding what banks can do better. A great deal of traditional research focuses on the percentage of customers who are ‘satisfied’, but companies can learn more from those who are not. After all, the customers who are not satisfied are the ones who know where a bank’s weaknesses are. They are also the customers who are most at risk of moving their business to another bank”.

The first of its kind to be conducted across an industry in New Zealand, the study asks customers about the problems they have experienced with their bank and the way their bank responded to their requests for help.
CTMA New Zealand Ltd.

CTMA is a customer satisfaction research and consulting firm that specialises in helping organisations improve their service to customers. In addition to its client-specific services, CTMA conducts benchmarking and best-practice studies to help public and private sector organisations develop their customer relationship strategies.


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