Customers

We provide our customers with simple, convenient and responsible products and services and ensure that our lending and investment decisions are guided by sound economic, social and environmental standards. This year, we enhanced our measures to support customers in financial difficulty.

Right: Margaret Payn,
Group Managing Director, Strategy and Marketing

2008 Progress

  • Implemented Customer Connect, a new program to better identify and assist retail customers in financial difficulty
  • Achieved 86% of the 29 service commitments in our Customer Charter. In particular, 82% of customers in our branches were served in less than 5 minutes and we achieved an 87% satisfaction rating for our customer service in branches
  • Retained our “Number 1” Lead bank ranking in the annual survey of large corporate and institutional clients by Peter Lee and Associates
  • Developed new social and environmental policies to guide Institutional lending decisions in the forestry, mining, energy and water sectors
  • Applied the Equator Principles to 100% of transactions in our Project Finance business

ANZ Snapshot

ANZ’s approach to corporate responsibility focuses on providing responsible products and services for our customers, creating a diverse and inclusive workforce, and improving financial capability particularly among the most disadvantaged people in our community. This year, we were assessed as the leading bank globally on the Dow Jones Sustainability Index for the second consecutive year.

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ANZ’s retail customer satisfaction* remains the highest of all major banks in Australia. Overall, we experienced a slight decline in customer satisfaction this year, from 77.2% in August 2007 to 76.4% in August 2008. This was consistent with an industry-wide trend reflecting the global financial crisis and the impact of interest rate rises on consumers.

* Based on research by Roy Morgan Finance Monitor