Bank of Queensland Managing Director David Liddy has welcomed the results of the Nielsen Financial Institution Customer Monitor released today which showed BOQs customer satisfaction rating continuing to rise.
The annual survey showed that Bank of Queensland had the second highest customer satisfaction of all Australian banks.
Obviously we are delighted that 90 per cent of our customers are very, or quite satisfied with Bank of Queensland as their financial institution, Mr Liddy said.
I am particularly happy that Bank of Queenslands satisfaction rating has continued to rise, growing from 86 per cent last year to 90 per cent in 2004.
However, we are still shooting to have the highest customer satisfaction in the Australian banking sector, and will not be satisfied with second, he said.
Bank of Queensland has adopted a customer-service focus which has been built off the opening of 48 new bank branches in the last three years and its expansion into New South Wales and Victoria for the first time.
The Bank already has three branches in New South Wales, at Byron Bay, Kingscliff and North Parramatta, and one in Victoria, at Frankston, bringing its total branch numbers to 141.
The Banks unique Owner-Managed Branch™ model, in which the bank partners with exceptional bankers as branch managers, is fundamental to the success in increasing the satisfaction of customers.
Our branch managers, and particularly our staff, are the key to our success in keeping our customers happy, Mr Liddy said.
It is fundamental to our continued growth, and a key difference between us and the major banks.
This is a great result for Bank of Queensland and, particularly our people, but we certainly wont be resting on our laurels.
We want to make sure our customer satisfaction increases every year, he said.