bankmecu includes a customer satisfaction component in its annual Customer Insights Survey. Customer satisfaction remains very high at 94%, which represents a 2% increase on last year’s result. The number of ‘very satisfied’ customers jumped from 49% to 56% in 2011. These results underpin bankmecu’s performance across the pricing, service and values area of the business and communicating a holistic range of benefits to existing customers. They reflect the successful integration of customers from merged entities.

Figure 5d highlights customer satisfaction levels over the past 3 years. ‘Net satisfied’ refers to respondents who were ‘satisfied’ or ‘very satisfied’ and net dissatisfied’ refers to respondents who were ‘dissatisfied’ or ‘very dissatisfied’.

Figure 5d: Customer ‘net satisfaction’ and ‘net dissatisfaction’

bankmecu also monitors satisfaction by age, given bankmecu’s ageing customer base, to balance meeting their needs with the need to strategically attract and retain a larger younger market for the future. Figure 5e reflects bankmecu customer ‘net satisfaction’ by age in 2010/2011 compared to 2009/10.

Figure 5e: Customer satisfaction by age