St George has retained its leadership of the major banks in customer satisfaction surveys but the Commonwealth Bank has lifted itself off the bottom of the league ladder. CBA has been using improved customer service as a key aim in its strategy to increase market share in retail deposits, business lending and credit cards. During the year to the end of April CBA gained almost two percentage points, enough to push it past NAB which saw its satisfaction rating drop by 0.3 of a percentage point. ANZ Bank remains the highest ranked of the big four but second placed Westpac is narrowing the gap.
