Insight
Number one for putting customers number one
SHANE WHITE, CONTENT MANAGER, INSTITUTIONAL, ANZ | MAY 2019
ANZ has again been recognised as the leading institutional bank in Australia, taking out top rankings in the annual Peter Lee Associates Large Corporate and Institutional Relationship Banking Survey, along with the highest Relationship Strength Index (RSI) score ever recorded.
The institutional bank was declared number one across all key indicators, including overall banking penetration, domestic and offshore lead banking penetration, RSI and Net Promoter Score.
It was the sixth-consecutive year ANZ Institutional has been recognised as number one for relationship strength and the fourth-consecutive number-one ranking for lead-bank penetration.
Graham Turley, MD Institutional Australia at ANZ said in many areas the bank had recorded its best results to date.
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“These results show the customer is truly at the heart of our business and most importantly, they value what we do.”
Graham Turley, MD Institutional Australia, ANZ
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“These results show the customer is truly at the heart of our business and most importantly, they value what we do,” he said.
Eighteen/nineteen
Ranked against its key competitors, Peter Lee found ANZ to be ranked in the number one-position in eighteen of nineteen RSI factors.
“While we are constantly aiming to improve our customer proposition, it’s pleasing to receive this recognition,” Turley said.
“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 Peter Lee survey ranks both domestic Australian banks and major international players. A total of 574 Australia-based corporates and financial institutions, with more than $A500 million in annual turnover were surveyed in 2019.
ANZ Institutional recorded its highest-ever lead bank penetration, which lifted one point to 38 per cent, while maintaining an 11 per cent gap on its closest competitor. The bank also maintained its leadership position for overall customer satisfaction with products and services against its major competitor banks.
ANZ Institutional’s RSI score of 614 (up four points on 2018 pts and a full 50 points ahead of the nearest bank) is the highest in the survey’s history.
The recognition comes after ANZ Institutional was named number one for trade finance by Global Finance Magazine and best in Asia for relationship quality by Greenwich Associates.
Shane White is Content Manager, institutional at ANZ
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