Education Policy | Post Primary | Preschool | Primary | Tertiary | Search

 

ANZ focused on customer satisfaction

ANZ focused on customer satisfaction

ANZ said it would continue to work on its customer satisfaction ratings following the results of today’s University of Auckland Business School annual survey of New Zealand banks.

The survey, which measures customer satisfaction and loyalty, showed ANZ’s standing among business and residential customers had dropped by 7% to 52%, compared to 59% last year. The survey showed most banks have experienced a decrease in customer satisfaction.

The University of Auckland survey follows the release earlier this month of the results of a banking service survey conducted by Consumer magazine, which showed ANZ was the only bank to achieve a double-digit increase in customer satisfaction, with satisfaction improving 12 percentage points – or by 23% - to achieve a rating of 64%.

ANZ Managing Director Greg Camm said the bank remains focused on rebuilding customer satisfaction and believes changes the bank has made in the past two years will make a difference.

“The Consumer survey and our own research contradict the Auckland University survey, but we’re not focused on that. The key is that we are not doing well enough in customer satisfaction, and we are determined to turn that around by getting to know our customers better, and delivering more of what they want.

“Over the past year we’ve increased frontline staff by 130, opened a new branch in Christchurch and are about to open in Whangaparaoa. We’re also looking at opening branches in Wellington, Christchurch, Auckland and Hamilton. Our frontline teams have been freed up to take more responsibility for meeting their customers’ needs. We’ve invested millions in staff training. Our handling of customer complaints has improved, and as a result there has been a very sharp decline in our share of complaints to the Banking Ombudsman.

Mr Camm said the bank’s research showed ANZ was making some headway.

“Our staff are our harshest judges and they can see the change happening, in fact our staff satisfaction has climbed from 55% in 2000 to 88% this year. “We have moved into market leading positions in the corporate and institutional markets in the past few years and I am confident we will achieve the same result with our personal banking and small business customers.”

© Scoop Media

 
 
 
Culture Headlines | Health Headlines | Education Headlines

 
Legendary Bassist David Friesen Plays Wellington’s Newest Jazz Venue

Friesen is touring New Zealand to promote his latest album Another Time, Another Place, recorded live at Auckland's Creative Jazz Club in 2015. More>>

Howard Davis Review: The Father - Descending Into The Depths of Dementia

Florian Zeller's dazzling drama The Father explores the effects of a deeply unsettling illness that affects 62,000 Kiwis, a number expected to grow to 102,000 by 2030. More>>


Howard Davis Review: Blade Runner Redivivus

When Ridley Scott's innovative, neo-noir, sci-fi flick Blade Runner was originally released in 1982, at a cost of over $45 million, it was a commercial bomb. More>>

14-21 October: New Zealand Improv Festival In Wellington

Imagined curses, Shibuya’s traffic, the apocalypse, and motherhood have little in common, but all these and more serve as inspiration for the eclectic improvised offerings coming to BATS Theatre this October for the annual New Zealand Improv Festival. More>>

ALSO:

Bird Of The Year Off To A Flying Start

The competition asks New Zealanders to vote for their favourite bird in the hopes of raising awareness of the threats they face. More>>

Scoop Review Of Books:
Jenny Abrahamson's John & Charles Enys: Castle Hill Runholders, 1864-1891

This volume will be of interest to a range of readers interested in the South Island high country, New Zealand’s natural environment, and the history of science. More>>

 
 
 
 
 

LATEST HEADLINES

  • CULTURE
  • HEALTH
  • EDUCATION