2021 Most Satisfied Customers – Banking Awards
2021 Most Satisfied Customers – Banking Awards
Banking
- Bank – ING
- Major Bank – NAB
- Customer-Owned Bank – Greater Bank
Online and Mobile Banking
- Online Banking – Greater Bank
- Mobile Banking – Bendigo Bank
Home Lender
- Home Lender – Adelaide Bank
- Home Lender Major Bank – NAB
Credit Cards
- Credit Card Provider – American Express
- Rewards Credit Card Provider – Coles
- Low Rate Credit Card Provider – ING
Frequent Flyer Program
- Frequent Flyer Program – Velocity Frequent Flyer



What makes for a happy customer?
Australians thought customer service was the most important factor driving customer satisfaction in relation to their bank and home lender.
When it came to rating their online banking provider, it was the functionality of transfers and payments. For mobile banking, customers prioritised ease of log in from their provider.
Value for money was the main consideration when rating credit card providers and low rate credit card providers. For rewards credit card providers and frequent flyer programs, the most important factor was customer service. This was followed closely by the rewards program and value for money.
As part of Canstar’s survey, customers also considered their overall satisfaction with their financial institution or provider and their satisfaction with other factors specific to each Award.
For example, with the Bank, Major Bank and Customer-Owned Bank Awards, customers considered their satisfaction across the areas of ongoing fees and charges, product range, communication, value for money, digital banking and the interest rate on offer. Read Canstar’s Customer Satisfaction Award methodology for more information about how our Awards are determined.
