The survey also found ANZ held its number one position in terms of its Net Promoter Score (NPS), which tracks the willingness of customers to recommend a bank's products or services to others.
Survey highlights include:
• For the fourth consecutive year, we are the outright number one Institutional bank with 76 per cent of the 574 respondents stating they have a relationship with ANZ;
• Our focus on service is evident across all areas, ranking number one in 18 out of 19 relationship strength index (RSI) factors versus its key competitors – an outstanding effort from all teams;
• We achieved our highest lead bank penetration ever (38 per cent) up 1 per cent on last year, maintaining the 11 per cent gap with our nearest competitor NAB;
• Maintained our leadership position against the leading competitive banks for overall customer satisfaction with products and services (58pt score);
• We have recorded the highest RSI score ever in the survey’s history with a score of 614 (up 4pts and now 50pts ahead of the nearest bank);
• And we have maintained number one for our NPS (29 per cent and up 4 per cent).
ANZ Managing Director, Institutional Australia, Graham Turley said: “While we are constantly aiming to improve our customer proposition, it’s pleasing to receive this recognition.”
“These results highlight the importance of a consistent focus on customer relationships, and continuing to connect our clients to business and strategic opportunities across the region as well as in our home markets.”
A leading indicator of performance across wholesale banking, the survey ranks the domestic banks and their major international peers. Around 574 Australia-based large corporates and financial institutions with more than $500 million in annual turnover were surveyed in total.