Hume Building Society members have the highest customer satisfaction, according to a recent survey.
In the latest Roy Morgan Research Satisfaction survey (12 months to March 09) Hume’s members gave the organisation a customer satisfaction rating of 94.3%, way ahead of its nearest major rival, Bendigo Bank, on 84.1%, and the four major banks, who averaged 70.8% (12 months to March 09).
Hume CEO Andrew Saxby said today the result reflected the value Hume places on the relationships it develops with its members.
“Customers have high expectations from financial institutions and Hume has been able to meet these expectations with an average customer satisfaction rating of over 90% for the past five years,” he said.
Mr Saxby said he believed the recent launch of national access to cash for Hume members had helped boost the satisfaction rating.
“Our members can now bank locally and still access their cash through any Westpac ATM across Australia free of direct charge,” he said.
“Hume has always provided great value products, unparalleled convenience and tailored customer service. The recent enhancements to internet banking (iBank) and our branch refurbishments have also hit a positive chord with our members.”
Mr Saxby said the survey reflected Hume’s continual focus on listening to its members and meeting their needs.
“Initiatives such as Hume’s re-branding, network expansion, Visa credit cards and the ability to provide Australia-wide ATM access to cash are just some projects Hume has achieved in a relatively short time,” he said.
“94.3% is an incredible result considering many of our competitors have declining results. Hume is on the way up.”