10 October 2019
Competition between banks remains strong, with millions of Australians switching banks for home loans, credit cards and transaction accounts last year, according to a newly-released report by Deloitte Access Economics commissioned by the Australian Banking Association.
While a strong majority of customers are satisfied with their financial products, the Deloitte report showed 2.8 million customers switched to new banks or financial providers for their home loans, credit cards and transaction accounts.
Australian Banking Association Chief Executive Officer Anna Bligh said the Deloitte report showed competition between banks was strong.
“Whether you’re looking for a new home loan, a credit card or a transaction account, competition for a customer’s business is fiercer than it has ever been,” Ms Bligh said.
“According to this report from Deloitte Access Economic 2.8 million customers switched banks for their home loan, credit card or transaction account last year.
“The numbers speak for themselves when we say competition is robust, with 15% of everyday transaction account holders, 10% of credit card holders and 5% of mortgage holders switching banks in the 12 month period.
“On the flip side, most customers are satisfied with their bank product, with 79% of everyday transaction, 75% of credit card and 67% of mortgage owners saying they are ‘very satisfied’ or ‘satisfied’ with their providers.
“The message to all Australians is if you aren’t satisfied with your home loan, credit card or other product it pays to shop around to get the best deal possible,” she said.
For a copy of the report click here.
KEY FIGURES
| Account | Everyday Transaction | Credit Card | Mortgage |
| Satisfied | 79% | 75% | 67% |
| Actively Searching | 22% | 21% | 23% |
| Switched | 15% | 10% | 5% |
Source: Deloitte ‘Choice in Banking’ report 2019. % = per centage of adult account holders based on population 18 and over, June 2018 minus those without a transaction account, which is just over 2% of the adult population.
Note: columns do not add to 100% because survey questions about satisfaction levels, searching and switching were separate questions.
ENDS
Contact: Rory Grant 0475 741 007
Latest news
E&OERadio Interview2SM Sydney8 May 2026. Topics: Banking hardship support for customers; competition within the banking sector. Tim Webster (Host): So, we’ve done a story ourselves, and it’s a troubling time for people who have a mortgage. They just copped an interest rate rise, and the suggestion is there’ll be even more of them throughout the… Read more »
Customers facing financial stress from ongoing cost pressures and higher loan repayments are being urged to get in touch with their bank if they need support. ABA CEO Simon Birmingham said banks have a range of practical measures they can put in place to help customers navigate the current economic environment. “Australian banks recognise that… Read more »
Good afternoon and thank you to the Trans-Tasman Business Circle for the invitation to speak today. I want to welcome you all here today for this event and the critically important subject I will be talking about, the emerging contribution gap between Australia’s domestically domiciled company and the rise of big tech. It is a timely moment to take stock. In… Read more »