Canstar's 2026 Most Satisfied Customers Awards: Banking

Up Bank

Up Bank topped several key satisfaction measures — from value for money and customer service through to digital banking and the ability to meet banking needs. We also asked customers what made their experience a positive one:

• An intuitive, fun app. Customers described the app as easy to use and fun, offering features that make day-to-day banking straightforward.
• Budgeting and savings tools. Features like multiple savings sub-accounts and spending insights were a standout, with customers noting these helped change the way they manage their money.

Teachers Mutual Bank

Teachers Mutual Bank stood out on customer service and digital banking — the two factors that carry the most weight for customer-owned bank members — and also led on value for money and ability to meet banking needs. We also asked respondents what made their experience a positive one:

• Helpful, personal customer service. Staff were described as easy to deal with and consistently helpful, with a member-focused approach.
• Easy-to-use digital banking. The app and online services were described as straightforward and easy to navigate.

NAB

Among the big four banks, NAB came out on top — leading on customer service, value for money, communication, fees and charges, and interest rates. We also asked customers what made their experience a positive one:

• Easy-to-use app and online services. Customers described the app as easy to use for day-to-day banking and account management.
• Convenient branch and ATM access. Customers valued being able to visit a branch or access an ATM, as well as friendly and helpful in-branch staff.

Up Bank

When it comes to the digital experience specifically, Up Bank led on transfers and payments, ease of login, service availability, and budgeting tools. We asked customers what made their digital banking experience a positive one:

• Easy payments and transfers. Payments and transfers were described as instant and seamless, with an interface that makes everyday transactions straightforward.
• Spending insights and budgeting tools. Features like multiple savings sub-accounts, spending insights, and payment splitting were noted as practical tools for managing money, with customers describing them as standout features.
• A fun, well-designed interface. Customers described the app as interactive and enjoyable to use, with features like Friday happy hour games, and a visual design that feels different to a traditional banking app.

People First Bank

People First Bank came out on top for value for money, and customer service — the two factors that carry the most weight for home loan customers. We also asked customers what made their experience a positive one:

• Clear communication. Customers described the bank’s communication as good and clear, noting how proactive it was in flagging any changes.
• Helpful, responsive customer service. Staff were described as helpful and easy to deal with, with clear communication and a willingness to work with customers on their rate.

Commonwealth Bank

Among the big four banks, CommBank came out on top for value for money, communication, and loan flexibility. We also asked customers what made their experience a positive one:

• A fast, simple application process. Customers described the process of applying as quick and straightforward, noting the convenience of applying through a bank they already have a relationship with.
• Easy online loan management. The bank’s app was said to be easy to use when managing repayments, with features like offset accounts noted as a positive.

Bank Australia

Bank Australia scored strongly across the board, leading on value for money, customer service, digital banking, and privacy and security. We also asked customers what made their experience a positive one:

• Clear, transparent statements. Customers found statements and fee information easy to understand, making note of a lack of hidden costs.
• An ethical approach. The bank’s socially responsible approach and transparency emerged as themes in customer feedback, making up part of what set it apart.
• Card security and fraud protection. Customers noted they felt their card and personal information was well-protected.

Bank Australia

Bank Australia also took out the Rewards category, leading on value for money, customer service, and its rewards program. We asked customers what made their experience a positive one:

• A rewarding rewards program. This was the most prominent positive among rewards card holders, with customers noting the value they get from their rewards is a key part of their experience.
• Helpful, responsive customer service. Customers described staff as friendly, responsive, and Australia-based.
• Payment management. Customers described how straightforward it was to manage their card, supported by an easy-to-use app.