ACNielsen Survey Rates ANZ Service Most Improved
ANZ's customer service continues to improve.
AC Nielsen's 'Consumer Finance Monitor' (CFM) released this week shows 11% more of ANZ customers now rate its service as
'Excellent' or 'Very Good' than at the start of the year (see graph below). This is the second quarter in a row in which
ANZ's satisfaction rating has moved up significantly.
A nationwide survey of 10,500 randomly selected people per year, the CFM is regarded as the benchmark survey in the
industry.
The CFM follows last month's University of Auckland survey, which noted that ANZ's customer satisfaction "improved most
from last year".
"The last two CFM surveys and Auckland University's show a very encouraging trend," ANZ Managing Director Dr Murray Horn
said today.
Dr Horn said ANZ would continue to maintain its focus on improving customer service. "There is still a long way for us
to go, but the trends are moving in the right direction for our customers."
"How would you rate your main provider of financial services on its overall service?" - Excellent/Very Good