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Banking Customer Insights

Reports, data and analysis of Australian banking customer behaviour.

Reports cover customer satisfaction with banking channels, bank customer spending behaviour, bank customer lending behaviour and insights into customer reactions into open banking.

COVID, Lending

Mortgage Risk During COVID-19 Pandemic – 2021

10 May 2021

Research from Roy Morgan shows an estimated 677,000 mortgage holders (17.3%) were at risk of ‘mortgage stress’ in the three months to May 2021.

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Transactions

Shopping Attitudes – 2021

10 April 2021

New research from Roy Morgan shows the COVID-19 pandemic has had a big impact on key financial and shopping attitudes.

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Banking Data

Australia Retail Banking Customer Satisfaction – 2020

01 September 2020

Retail banking customer satisfaction in Australia is being challenged by a shift to digital interactions at a critical time when customers with poor financial health need more support from banks.

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SME

Small Business Survey – 2020

10 April 2020

2019-20 CPA report on small business issues and sentiment across the Asia Pacific Region.

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Government, SME

Small Business Counts – 2020

10 April 2020

ASBFEO statistical report: in 2020, the obstacles were enormous and the true toll of this year on small businesses, including the mental health toll, won’t be clear for some time.

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Banking Data

Banking Apps vs Branch Visits – 2020

10 March 2020

Mobile banking (via a mobile or tablet app) proved to be the banking channel with the highest customer satisfaction, with an average rating among the big four banks of 89.6%.

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Banking Data, Government, Payments, Transactions

Consumer Payment Behaviour in Australia Evidence from the Consumer Payments Survey – 2019

10 December 2019

The 2019 Consumer Payments Survey (CPS) was conducted just before the emergence of COVID-19 in Australia and gives a detailed snapshot of consumer payment behaviour prior to the changes in spending patterns induced by the pandemic.

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Banking Data

Banking Channel Satisfaction – 2019

10 September 2019

Mobile banking is the fastest growing banking channel and the one with the highest customer satisfaction.

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Government, Transactions

The Effect of Mortgage Debt on Consumer Spending Evidence from Household Level Data – 2019

10 April 2019

This 2019 RBA report explores the relationship between owner-occupier mortgage debt and spending using detailed panel data on Australian households

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Open Banking
Open Banking

Open Banking Switch or Stick Insights Into Customer Switching Behaviour and Trust – 2019

10 April 2019

Opening up bank data carries an inherent threat of commoditisation for incumbent banks and will require a fundamental rethink of the traditional banking business.

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Agribusiness, Government

Agricultural Lending Data – 2019

10 April 2019

As at 30 June 2019, national agricultural debt was $86.9 billion, an increase of 17% or $12.7 billion since 30 June 2018. Importantly, despite the increase in total debt levels, the total value of loans and leases in arrears increased by only $87 million.

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Banking Data

Banking Channel Satisfaction Report – March 2019

10 March 2019

Mobile banking is now used by 44.7% of Australians in an average four week period compared to only 22.9% who use branches.

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