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ANZ, St George most popular banks 28 November 2008
ANZ and St George customers are most likely to recommend their bank to others, among the big banks, with NAB customers least likely to be advocates for their bank. And the factors most likely to prompt customer advocacy, according to a new piece of consumer research from Roy Morgan Research, are fees and charges that are considered fair. Other factors that influence recommendations include products that meet customer needs, efficient and error-free processes and partnership, which Roy Morgan describes as a customer perception that the bank appreciates them and takes their point of view. One worrying finding for NAB was that advocacy was much lower among customers in higher socio-economic groups.
