Our customers are at the heart of everything we do
We are committed to ensuring their satisfaction by offering banking services that are simple, relevant and personalised.
We are proud to be voted as the most trusted bank in Australia. Trust and customer satisfaction are not won, they are earned. We have achieved this by being proactive and actively listening to our customer base. This means making sure that the products and services we deliver are designed to meet their needs. With our history as the first Australian bank to introduce mortgage offset accounts, we clearly value challenging the status quo and innovating for our customers.
Being customer-first is about introducing new products and services and making sure that we are inclusive and fair in our approach. As a Bank, our focus is on financial wellbeing and we work to ensure that we are as accessible as possible.
Our customers have placed their trust in us, so we must continue to live up to our promise to them. Part of this promise is responding to feedback. When things don’t go as planned, we look to remedy where appropriate and incorporate learnings into future process, and always endeavour to meet our customer satisfaction standards.
Digital by design, human when it matters
Across the country, digitisation is quickly changing how many of our customers access banking services.
One of our brands, Up, has Australia’s highest rated digital banking platform (consistently ranked #1 on Google Play and Apple App stores). Find out more about Up.
We are working to meet these expectations and ensuring that our digital transformation meets evolving customer preferences. We are taking a measured approach and ensuring that we do not exclude customers who aren’t able or don’t want to bank online. We maintain our physical presence through branches, mobile bankers and our over 20-year-long partnership with Australia Post. Through Australia Post’s Bank@Post initiative, every customer has access to banking services at over 3,500 Post Offices across Australia. This multi-channel approach ensures that customers can access face-to-face banking services as needed.
An inclusive and accessible banking experience
We are dedicated to creating an inclusive and safe space for all our customers, community members and our people and we do this by listening and acting. We are committed to supporting our customers with accessibility needs and work to ensure our internet banking websites and mobile applications meet accessibility standards.
Financial inclusion is central to our operations. Our Financial Inclusion Action Plan is helping us better support our customers, our communities and our people.
Listening to our customers
Listening to our customers is critical to ensuring that we can deliver on our purpose. Our Customer Advocate listens to and represents the various voices of our customers and responds to escalated complaints and feedback.
