"We are walking the talk," bank officer says
Newcastle Permanent has been named the best bank in Australia by Forbes – a distinction that proves the Hunter-based financial institution was “walking the talk,” according to a bank executive.
Forbes’ World Best Banks used an online survey of more than 48,000 people in 32 countries to rate their banks on factors such as general satisfaction, trust, digital services, and customer service. A total of 415 banks made it to the final rankings in 2023, with Newscastle Permanent topping the list for Australia.
Paul Juergens (pictured above), Newcastle Permanent chief distribution officer, said while the accolade was a pleasant surprise, it was also well-earned.
“We have long stated that our aim at Newcastle Permanent is to provide Australia’s favourite banking experience and this award shows that we are walking the talk,” Juergens said.
“Our customer satisfaction surveys regularly indicate our customers are highly satisfied with our services. In fact, our customers regularly give us a score of more than 90% and this award is further evidence that our customers have high trust in our people, our brand, and our services.
“Newcastle Permanent has ranked in Forbes top five banks for Australia for a number of years – coming in third in 2020, second in 2021, and fourth in 2022 – but it’s wonderful to see our name at the very top.
“Winning such a prestigious award, one with global recognition, is a feather in our cap of which we are immensely proud. Each day we aim to delight our customers with excellent service, to continue to earn their trust, and provide banking services they need today and will want tomorrow.”
The Forbes gong adds to Newcastle Permanent’s already impressive list of accolades, which includes a trifecta of awards the Hunter-based customer-owned institution nabbed at the 2023 DBM Australian Financial Awards: Most Reputable Bank, Most Recommended Home Loan and Most Recommended Owner Occupier Home Loan.
“Banks were rated on general satisfaction (30% of the final score) and whether they would recommend the bank (30%),” Forbes said. “The final 40% came from customer ratings in five key areas: trust, terms and conditions, digital services, customer services, and financial advice…
“As with all Forbes lists, companies do not pay any fee to participate.”
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