Bank proud to prove customers are happy

THEY'RE HAPPY: Ben Smith, front, with Leanne Farrell, Julie Donegan, Russell McGibbon, Derek de Vrieze, Brendan Burkhalter, Darren Rothacker and Andrea Hayton. Picture: BRENDAN McCARTHY

THEY'RE HAPPY: Ben Smith, front, with Leanne Farrell, Julie Donegan, Russell McGibbon, Derek de Vrieze, Brendan Burkhalter, Darren Rothacker and Andrea Hayton. Picture: BRENDAN McCARTHY

BANKMECU staff in Bendigo were all smiles on Wednesday after learning they had won a nation-wide award for having Australia's happiest bank customers.

Social media comparison site ServiceRage.com monitored Twitter and Facebook posts over the past year to gauge customer satisfaction in the banking, health insurance, energy and car/home insurance sectors.

With 65 per cent of positive online comments, bankmecu was the top-rated bank.

Western Victoria regional manager Ben Smith, based in Bendigo, was delighted to hear the news and said ensuring customers were happy was central to the core values of Australia's first customer-owned bank.

"We are 100 per cent customer owned and have a strong value set... that resonates strongly with our customers and the community groups that bank with us," he said. 

"We want to make sure our customers are happy because that is who we are answerable to. Customer service is paramount to our service delivery."

Mr Smith said bankmecu staff in Bendigo were committed to ensuring people left their Wills Street branch satisfied, so would be proud of the award.

The branch was known as North West Country Credit then Regional One before members voted for a merger with mecu.

The ServiceRage award for Australia's happiest customers overall went to health.com.au, with 69 per cent positive customer responses in 2013-14.

Ergon Energy had Australia's most satisfied energy customers with 44 per cent and Budget Direct took out the car and home insurance award on 38 per cent.

The biggest losers in the awards were: HCF health insurance (12 per cent positive comments); Allianz car and home insurance (11 per cent); Citibank (5 per cent); and Australian Power and Gas (3 per cent).

ServiceRage.com CEO Mark Wells said consumers could learn a lot about a service provider from reading social media comments.

"Companies who don't act on social media feedback are missing an opportunity and I don't think there is any excuse not to listen," he said.

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