2008 CUSTOMER GOALS

  • Continue to improve customer satisfaction amongst retail and institutional customers
  • Meet or exceed the performance standards in our Customer Charter
  • Introduce policies to guide our business lending decisions in the forestry, water, energy and mining sectors

CUSTOMER SATISFACTION

September 2007 - 77.2%1

This is higher than closest major peer

1 Source: Roy Morgan Research – Aust MFI Pop'n aged 14+, %Satisfied (Very or Fairly Satisfied), 6 mth moving average

ANZ is leading the way in providing convenient, simple and responsible banking products and services for our customers. We now have the most satisfied Retail and Institutional customers of all major banks in Australia.

  • Our retail customer satisfaction at 77.2% continues to lead our major bank peers in Australia according to the Roy Morgan Finance Monitor.
  • ANZ continues to perform strongly in the large corporate and institutional banking market in Australia and New Zealand. ANZ maintained or gained leadership in 11 measures including No. 1 Most Trusted Adviser according to research of Treasurers and CFOs conducted by Peter Lee Associates.
  • We met or exceeded the majority of commitments in our Customer Charter which focuses on delivering convenient, simple and responsible products and services to our retail customers. Highlights included increasing our branch and ATM network by 39 and 400 respectively, and introducing new measures to reduce the burden of penalty fees on low-income earners.
  • This year, banking research agency, CANNEX, and Money Magazine recognised ANZ as the "Bank of the Year" and "Socially Responsible Bank of the Year".