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Click here to purchase the Roy Morgan "Small Business Owner Banking Satisfaction Report"

During the last 12 months Roy Morgan Research conducted over 3,000 face to face interviews with small business owners which showed that the big 4 banks have improved marginally in terms of their customer satisfaction (+0.2 percentage points to 64.3% at December 2009) but still have a long way to close the gap to their overall consumer banking performance (72.4% at December 2009).

In the 12 months to December 2009 St George was the market leader amongst the big five banks for satisfaction amongst small business owners with 72.4%, although this was down 2.1 percentage points from 12 months ago. Bendigo Bank was the overall market leader with 84.5% (down 4.3 percentage points).

ANZ remained the best performer amongst the big four for both small business owners and overall consumer banking, but has slipped a little over the last 12 months amongst small business owners (- 0.7 percentage points). Westpac is in second place followed by CBA and NAB.

Small Business Owner* Satisfaction with Major Banks

Source: Roy Morgan Research January 2005 - December 2009

* Small business owners (including agriculture) includes owners, partners, proprietors and self employed in a workplace with 1-19 employees.

All major banks performed worse amongst their small business owner customers when compared to their overall consumer performance. The biggest shortfalls were NAB (59.1% compared to overall consumer banking 69.2%) and CBA (62.5% compared to 72.0% for overall consumers).

Norman Morris, Industry Communications Director, Roy Morgan Research says:

“It would appear that despite all the unfavourable publicity associated with the banks’ treatment of business customers, that at the smaller end of the market, business owners have generally maintained their level of satisfaction with the major banks over the last 12 months and in some cases even improved slightly. There is obviously plenty of room by banks for improved performance amongst this important segment as they are still well behind the satisfaction level of consumers overall, 67.9% compared to 74.3%.”

For detailed “Roy Morgan Business Owner Bank Satisfaction Report” — visit the Roy Morgan Online Store: http://www.roymorganonlinestore.com/Browse/Australia/Finance/Customer-Satisfaction/Customer-Satisfaction-Small-Business-Owners-in-Aus.aspx

For comments or further detail, please contact:

Norman Morris, Industry Communications Director

Email: Norman.Morris@RoyMorgan.com - Telephone: +61 (03) 9224 5172

About Roy Morgan Research:

Roy Morgan Research is the largest independent Australian research company, with offices in each state of Australia, as well as in the United States, United Kingdom, New Zealand and Indonesia. A full service research organisation specialising in omnibus and syndicated data, Roy Morgan Research has more than 65 years experience in collecting objective, independent information on consumers.

In Australia, Roy Morgan Research is considered to be the authoritative source of information on print media measurement, financial behaviour, voting intention and consumer confidence. Roy Morgan Research is a specialist in recontact customised surveys which provide invaluable and effective qualitative and quantitative information regarding customers and target markets.

The Roy Morgan Business Owner Satisfaction Monitor has been tracking the satisfaction level of small business owners with their banks for over 5 years. Each year a sample of approximately 3,500 small business owners are interviewed face to face regarding their level of satisfaction with the financial institutions they deal with.   

Margin of Error

The following table gives indications of the likely range within which estimates would be 95% likely to fall, expressed as the number of percentage points above or below the actual estimate. Allowance for design effects (such as stratification and weighting) should be made as appropriate.

Sample Size	Percentage Estimate
	40%-60%	25% or 75%	10% or 90%	5% or 95%
5,000	±1.4	±1.2	±0.8	±0.6
50,000	±0.4	±0.4	±0.3	±0.2

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