Roy Morgan said about 44.7 per cent of Australians use mobile banking for an average of four weeks, compared to just 22.9 per cent who use branches.
The researcher added that around two thirds (65%) of the population now use mobile or internet banking for a month, Roy Morgan said, showing an increasing trend.
According to Roy Morgan, mobile banking user satisfaction was also the highest of all channels, reaching 89.3 percent in January, compared to 85.2 percent for branches, personal bankers and advisors, reaching 81 .2 percent and 77.2 percent for telephone banking.
The market research firm Service Satisfaction Report – Consumer Banking Market January 2019 The report also indicates that higher satisfaction levels with mobile banking can potentially have a positive impact on banks’ overall satisfaction.
All customers of the big four banks were on average more satisfied with mobile banking than those using branches.
Internet banking users were also found to be more satisfied than those using branches, but remained on average slightly lower than those using mobile services.
“Despite a decline in satisfaction with banks over the last year, their customers still report higher levels of satisfaction than the average over the past two decades, highlighting the importance of understanding long-term trends. term,” said Norman Morris, director of industrial communications for Roy Morgan. .
“The widespread negative publicity given to the big four last year, particularly following the finance royal commission, appears to have had a negative impact on their satisfaction levels, but this appears to be easing.
“On the positive side, high satisfaction levels with mobile and internet banking, combined with their rapid growth, are likely contributing to continued high overall satisfaction levels in recent times. »
The Commonwealth Bank of Australia (CBA) achieved the highest rating of the big four for digital banking, with a satisfaction rating of 91.7 per cent for mobile and 88.8 per cent for online.
In mobile banking, the other three big four banks all fell below the market average of 89.3 per cent, with NAB at 88.8 per cent, Westpac at 88.2 per cent and ANZ at 87.3 percent.
On the internet, Westpac closely followed CBA with 87.7 per cent satisfaction, while NAB was tied with the market average of 87.7 per cent and ANZ was slightly below at 85.3 per cent.
National Australia Bank (NAB) had the highest branch score among the big four with 87.1 percent, followed by CBA with 84.9 percent, closely followed by Westpac with 84.7 percent. and ANZ with 81.2 percent.
