Its report titled Business Satisfaction: Business Banking in Australia Monthly Report July 2014, which surveyed over 12,000 businesses, found satisfaction levels with the four major banks had increased 2.4 per cent since July 2013.
Roy Morgan industry communications director Norman Morris said satisfaction among banks' business customers is at a record high but still below the satisfaction level of their personal customers.
“The overall improvement seen over the last 12 months has been partly a result of improvement in satisfaction in most major product areas and also with relationship managers,” said Mr Morris.
Mr Morris also said an area that banks needed to improve was their empathy with their business customers, since they require more “attention and understanding”.
“This is evidence by the fact these customers rate their banks very poorly on ‘maintaining regular contact’, ‘following developments in the industry’ and having a ‘good understanding of their business’,” said Mr Morris.
“It is encouraging to see the satisfaction rating given to relationship managers is improving, and as a result, we would expect to see this having an impact on improving overall satisfaction levels with business customers."
The survey found Westpac ranked the highest for business customers, with a rating of 71.4 per cent, and Commonwealth Bank ranked fourth with a rating of 63 per cent, down two per cent from last year.
