SBS Pleased With National Satisfaction Award

“We may not be the biggest bank but it’s great to be recognised as the best,” SBS chief executive Shaun Drylie said, in response to its Canstar Gold award.

The Most Satisfied Customers Award 2020 was in response to Canstar’s annual banking customer satisfaction research, which had SBS being awarded five stars ahead of every other bank in New Zealand.

“We are delighted to be acknowledged by our members as winning the most satisfied customer award.   It is a real compliment to all of our teams that work so hard, whether behind the scenes or at our branches and contact centre, to deliver authentic Southland service right across New Zealand,” Shaun said.

In its survey of 5250 Kiwis, Canstar compared overall satisfaction, customer service digital banking, problems and inquiries, fees and charges, product range, interest rate and self service.

SBS didn’t appear in the 2019 survey because it was considered too small, but since the release of new mortgage and credit card products, the bank’s profile has risen significantly.

Shaun said the fact that they were owned by its customers for the past 151 years and its sole focus was delivering to them – not external (overseas) shareholders, was what put them ahead.

The survey also found overall, that customer service was a huge factor in satisfaction levels with their banks (29%) and how problems were dealt with (22%).

Surprisingly, fees and charges rated less important (11%), as did interest rates (8%).

Half of the respondents (49%) said they used mobile apps to do their everyday banking, while 42% used their banks online-banking websites.