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Customers switch banks at twice normal rate

A banking industry specialist who predicted National Bank customers would change to other banks instead of transferring automatically to ANZ says the number who have has surprised her.

Wednesday, March 27th 2013, 6:00AM 2 Comments

by Susan Edmunds

Roy Morgan Research shows that of the customers who switched from National Bank only about 60% went to ANZ.

Banks were open about their desire to capture National Bank customers when the demise of the brand was announced.

Kiwibank promoted stressfree switching and Westpac ran its “seeing red” campaign aimed at National Bank customers.

Kiwibank captured 6% of National Bank’s lost customers, as did Westpac. ASB took 9% and BNZ 4%.

One in 10 customers across all banks had switched their main financial institution in the previous 12 months, almost twice the 5.9% who switched the year before.

Claire Matthews of the Centre for Banking Studies at Massey University said 5% per year was about the normal rate.

She said it was likely customers had been driven to switch by the discussion and advertising around how easy it was.

“The National Bank move raised awareness which led to others switching, too.”

Pip Elliot, Roy Morgan Research’s general manager said many customers only switched banks when they came to a “moment of truth” such as a mortgage renewal.

“2012 saw a dramatic increase in switching activity, due in large part to ramped up campaigning by all major banks following ANZ’s dissolution of the National Bank brand.”

« Increased capital requirements 'could make loans more expensive'The Co-operative Bank's latest changes »

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Comments from our readers

On 27 March 2013 at 8:14 am Paul said:
"...about 60% went to ANZ" = 40% went elsewhere.
"Kiwibank captured 6% of National Bank’s lost customers, as did Westpac. ASB took 9% and BNZ 4%." = 25% total.

Where did the rest go? Or have I misunderstood these stats somehow?
On 2 April 2013 at 1:21 pm AFA Muggins said:
I wondered the same thing

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Mortgage Rates Table

Full Rates Table | Compare Rates

Lender Flt 1yr 2yr 3yr
AIA - Back My Build 6.19 - - -
AIA - Go Home Loans 8.74 ▼6.85 ▼6.49 ▼6.35
ANZ 8.64 ▼7.45 ▼7.09 ▼6.95
ANZ Blueprint to Build 7.39 - - -
ANZ Good Energy - - - 1.00
ANZ Special - ▼6.85 ▼6.49 ▼6.35
ASB Bank 8.64 ▼6.85 ▼6.49 ▼6.35
ASB Better Homes Top Up - - - 1.00
Avanti Finance 9.15 - - -
Basecorp Finance 9.60 - - -
Bluestone 9.24 - - -
Lender Flt 1yr 2yr 3yr
BNZ - Classic - ▼6.85 ▼6.49 ▼6.39
BNZ - Green Home Loan top-ups - - - 1.00
BNZ - Mortgage One 8.69 - - -
BNZ - Rapid Repay 8.69 - - -
BNZ - Std, FlyBuys 8.69 ▼7.45 ▼7.09 ▼6.99
BNZ - TotalMoney 8.69 - - -
CFML Loans 9.45 - - -
China Construction Bank - 7.09 6.75 6.49
China Construction Bank Special - - - -
Co-operative Bank - First Home Special - ▼6.59 - -
Co-operative Bank - Owner Occ 8.40 ▼6.79 ▼6.49 ▼6.35
Lender Flt 1yr 2yr 3yr
Co-operative Bank - Standard 8.40 ▼7.29 ▼6.99 ▼6.85
Credit Union Auckland 7.70 - - -
First Credit Union Special - 7.45 7.35 -
First Credit Union Standard 8.50 7.99 7.85 -
Heartland Bank - Online 7.99 ▼6.69 ▼6.35 ▼6.15
Heartland Bank - Reverse Mortgage - - - -
Heretaunga Building Society 8.90 ▼7.50 ▼7.25 -
HSBC Premier 8.59 - - -
HSBC Premier LVR > 80% - - - -
HSBC Special - - - -
ICBC 7.85 7.05 6.69 6.59
Lender Flt 1yr 2yr 3yr
Kainga Ora 8.64 7.74 7.35 6.99
Kainga Ora - First Home Buyer Special - - - -
Kiwibank 8.50 ▼7.75 ▼7.39 ▼7.19
Kiwibank - Offset 8.50 - - -
Kiwibank Special - ▼6.85 ▼6.49 ▼6.39
Liberty 8.59 8.69 8.79 8.94
Nelson Building Society 9.00 ▼7.25 ▼6.90 -
Pepper Money Advantage 10.49 - - -
Pepper Money Easy 8.69 - - -
Pepper Money Essential 8.29 - - -
SBS Bank 8.74 7.74 7.09 6.95
Lender Flt 1yr 2yr 3yr
SBS Bank Special - 7.14 6.49 6.35
SBS Construction lending for FHB - - - -
SBS FirstHome Combo 6.19 6.14 - -
SBS FirstHome Combo - - - -
SBS Unwind reverse equity 9.95 - - -
Select Home Loans 9.24 - - -
TSB Bank 9.44 ▼7.65 ▼7.29 ▼7.19
TSB Special 8.64 ▼6.85 ▼6.49 ▼6.39
Unity 8.64 ▼6.85 ▼6.49 -
Unity First Home Buyer special - ▼6.45 - -
Wairarapa Building Society 8.60 6.95 6.85 -
Lender Flt 1yr 2yr 3yr
Westpac 8.64 ▼7.45 ▼7.09 ▼6.89
Westpac Choices Everyday 8.74 - - -
Westpac Offset 8.64 - - -
Westpac Special - ▼6.85 ▼6.49 ▼6.29
Median 8.64 7.07 6.85 6.39

Last updated: 24 July 2024 9:31am

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