Newcastle Permanent is Australian Market Leader for Customer Satisfaction

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Newcastle Permanent Building Society has the highest proportion of satisfied customers (93.8%) of all the financial institutions in Australia according to the most recent Roy Morgan customer satisfaction survey results (December 2011).

Newcastle Permanent Home Loans

Newcastle Permanent

Newcastle Permanent Building Society has the highest proportion of satisfied customers (93.8%) of all the financial institutions in Australia according to the most recent Roy Morgan customer satisfaction survey results (December 2011).

Newcastle Permanent Building Society has the highest proportion of satisfied customers (93.8%) of all the financial institutions in Australia according to the most recent Roy Morgan customer satisfaction survey results (December 2011).

Newcastle Permanent CEO Terry Millett said leading Australian research company Roy Morgan regularly conducts independent assessment of the customer satisfaction level of all financial institutions.

“Newcastle Permanent was a clear leader in customer satisfaction when compared to the banks and was also the standout performer when compared to other mutual organisations including mutual banks, credit unions and building societies in the most recent survey results,” Mr Millett said.

“This is a very pleasing result and reflects highly on the work of all our staff who deal with our members on a daily basis.

“Our staff pride themselves on helping members with their banking needs, and we recognise the importance of having high quality staff which is why we will not follow the recent decision of some of the major banks in slashing jobs for the sake of short term profit performance and pleasing shareholders,” Mr Millett said.

“The strength of our customer satisfaction rating against the major banks is another example of how our mutual business model can achieve sustainable economic success without the adverse consequences that an excessive focus on profits and shareholder returns can produce – which is a key difference between us and the share market-listed banks.

The Roy Morgan survey rates the percentage of a financial institution’s customers 14+ who are satisfied. The average total for Banks was 79.3%, Credit Unions 88.7%, Building Societies 90.0% - Newcastle Permanent’s rating was 93.8%.

Newcastle Permanent Building Society – Company Backgrounder

  • Established 109 years ago and like the major banks operates under the supervision of the Australian Prudential Regulation Authority (APRA) and is regulated under the Banking Act 1959 of the Commonwealth of Australia.
  • A mutual financial services organisation without any shareholders. Profits are retained to deliver higher quality, multi-award winning products, more competitive interest rates and lower fees for our members.
  • Australia’s largest building society and financially the strongest in terms of net assets.
  • Total assets of more than $7.5 billion.
  • Conveniently located branches in Sydney, Newcastle and the Hunter, Central Coast, Mid North Coast, New England and Northern Rivers regions of NSW.
  • Highly professional and experienced teams of mobile home lenders, financial planners and business relationship managers.
  • Australia-wide network of nearly 3,000 ATMs* and highly secure Phone and Internet Banking services.

*Includes the network of ATMs operated by Westpac Banking Corporation, Bank of Melbourne, St.George Bank Limited and BankSA but excluding St. George or BankSA branded ATMs located in BP Service Stations.

  • Multi-award winning product range including:

-> More than 10 Cannex five star rated products including five for our two most popular, multi-award winning home loans, Real Deal and Premium Plus

-> Home Lender of the Year 2011 and 2009, Financial Review, Smart Investor Blue Ribbon Awards

-> Building Society of the Year 2011, 2009 and 2008, Financial Review, Smart Investor Blue Ribbon Awards

-> Gold media for Best Line of Credit and a Bronze medal for the Standard Variable Premium Plus Package 2011, Your Mortgage Magazine (Credit Unions & Building Societies category)

-> Cheapest Home Loan Package Best of the Best Awards Money Magazine 2012 and 2011 and Cheapest Flexible Home Loan (Non-bank category) Best of the Best Awards Money Magazine 2011

-> National Call Centre of the Year 2011, Australian Teleservices Association Call Centre of the Year Awards

-> Gold medal Best Credit Union/Building Society Savings Accounts, Your Money Magazine 2011

  • Member satisfaction rating of 94% in the recent independent member survey (Source: AMR 2011).
  • Newcastle Permanent has a big heart and is passionate about supporting the local communities we serve, providing significant support through a wide range of community-based initiatives and sponsorships including junior sports, education and surf lifesaving.
  • Newcastle Permanent Charitable Foundation also plays a major role in giving back to the community by improving the lives of thousands of people in regional NSW in areas of health, the environment, community support, culture and youth development:

-> Formed in 2004 to celebrate the 100th anniversary of Newcastle Permanent and so far has supported more than 210 community projects with grants totalling in excess of $7.3 million.

  • Our members and the well-being of their communities are at the heart of everything Newcastle Permanent does.

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Brett Lavaring
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