ANZ irks business customers, says survey

ANZ ranks lowest in customer service among banks, according to a new study. Source: AAP

THE Commonwealth and Westpac rank highest for customer satisfaction among the big four banks, while ANZ and National Australia Banks are still languishing.

A monthly survey of satisfaction among the big four's business customers shows the Commonwealth and Westpac tied for first place with an average satisfaction rating of 7.4 out of 10.

By contrast NAB had an average satisfaction rating of 7.0, but ANZ ranked lowest with an average score of 6.9.

The monthly DBM Consultants' Business Financial Services Monitor (BFSM) shows the Commonwealth had the highest satisfaction rating for small, medium and large businesses and was tied with Westpac among micro businesses.

DBM Managing Director Dhruba Gupta said ANZ was still making up ground with business customers after a difficult 2012.

Satisfaction with ANZ dropped sharply after the bank shifted the timing if its monthly interest rate decision away from the Reserve Bank of Australia's board meeting.

Mr Gupta said the bank's recent pledge to lend $1 billion to start-up businesses over the next year may help to improve its standing.

"It will be interesting to see if ANZ's pledge will impact positively on its business customers' satisfaction levels," he said.

The BFSM is based on interviews with 20,000 businesses a year.

View the original article here

ANZ irks business customers, says survey

ANZ ranks lowest in customer service among banks, according to a new study. Source: AAP

THE Commonwealth and Westpac rank highest for customer satisfaction among the big four banks, while ANZ and National Australia Banks are still languishing.

A monthly survey of satisfaction among the big four's business customers shows the Commonwealth and Westpac tied for first place with an average satisfaction rating of 7.4 out of 10.

By contrast NAB had an average satisfaction rating of 7.0, but ANZ ranked lowest with an average score of 6.9.

The monthly DBM Consultants' Business Financial Services Monitor (BFSM) shows the Commonwealth had the highest satisfaction rating for small, medium and large businesses and was tied with Westpac among micro businesses.

DBM Managing Director Dhruba Gupta said ANZ was still making up ground with business customers after a difficult 2012.

Satisfaction with ANZ dropped sharply after the bank shifted the timing if its monthly interest rate decision away from the Reserve Bank of Australia's board meeting.

Mr Gupta said the bank's recent pledge to lend $1 billion to start-up businesses over the next year may help to improve its standing.

"It will be interesting to see if ANZ's pledge will impact positively on its business customers' satisfaction levels," he said.

The BFSM is based on interviews with 20,000 businesses a year.

View the original article here

ANZ irks business customers, says survey

ANZ ranks lowest in customer service among banks, according to a new study. Source: AAP

THE Commonwealth and Westpac rank highest for customer satisfaction among the big four banks, while ANZ and National Australia Banks are still languishing.

A monthly survey of satisfaction among the big four's business customers shows the Commonwealth and Westpac tied for first place with an average satisfaction rating of 7.4 out of 10.

By contrast NAB had an average satisfaction rating of 7.0, but ANZ ranked lowest with an average score of 6.9.

The monthly DBM Consultants' Business Financial Services Monitor (BFSM) shows the Commonwealth had the highest satisfaction rating for small, medium and large businesses and was tied with Westpac among micro businesses.

DBM Managing Director Dhruba Gupta said ANZ was still making up ground with business customers after a difficult 2012.

Satisfaction with ANZ dropped sharply after the bank shifted the timing if its monthly interest rate decision away from the Reserve Bank of Australia's board meeting.

Mr Gupta said the bank's recent pledge to lend $1 billion to start-up businesses over the next year may help to improve its standing.

"It will be interesting to see if ANZ's pledge will impact positively on its business customers' satisfaction levels," he said.

The BFSM is based on interviews with 20,000 businesses a year.

View the original article here

ANZ irks business customers, says survey

ANZ ranks lowest in customer service among banks, according to a new study. Source: AAP

THE Commonwealth and Westpac rank highest for customer satisfaction among the big four banks, while ANZ and National Australia Banks are still languishing.

A monthly survey of satisfaction among the big four's business customers shows the Commonwealth and Westpac tied for first place with an average satisfaction rating of 7.4 out of 10.

By contrast NAB had an average satisfaction rating of 7.0, but ANZ ranked lowest with an average score of 6.9.

The monthly DBM Consultants' Business Financial Services Monitor (BFSM) shows the Commonwealth had the highest satisfaction rating for small, medium and large businesses and was tied with Westpac among micro businesses.

DBM Managing Director Dhruba Gupta said ANZ was still making up ground with business customers after a difficult 2012.

Satisfaction with ANZ dropped sharply after the bank shifted the timing if its monthly interest rate decision away from the Reserve Bank of Australia's board meeting.

Mr Gupta said the bank's recent pledge to lend $1 billion to start-up businesses over the next year may help to improve its standing.

"It will be interesting to see if ANZ's pledge will impact positively on its business customers' satisfaction levels," he said.

The BFSM is based on interviews with 20,000 businesses a year.

View the original article here

ANZ irks business customers, says survey

ANZ ranks lowest in customer service among banks, according to a new study. Source: AAP

THE Commonwealth and Westpac rank highest for customer satisfaction among the big four banks, while ANZ and National Australia Banks are still languishing.

A monthly survey of satisfaction among the big four's business customers shows the Commonwealth and Westpac tied for first place with an average satisfaction rating of 7.4 out of 10.

By contrast NAB had an average satisfaction rating of 7.0, but ANZ ranked lowest with an average score of 6.9.

The monthly DBM Consultants' Business Financial Services Monitor (BFSM) shows the Commonwealth had the highest satisfaction rating for small, medium and large businesses and was tied with Westpac among micro businesses.

DBM Managing Director Dhruba Gupta said ANZ was still making up ground with business customers after a difficult 2012.

Satisfaction with ANZ dropped sharply after the bank shifted the timing if its monthly interest rate decision away from the Reserve Bank of Australia's board meeting.

Mr Gupta said the bank's recent pledge to lend $1 billion to start-up businesses over the next year may help to improve its standing.

"It will be interesting to see if ANZ's pledge will impact positively on its business customers' satisfaction levels," he said.

The BFSM is based on interviews with 20,000 businesses a year.

View the original article here

Anger over telemarketing customers pay for

Consumer groups say customers shouldn't have to pay for telemarketing calls. Picture: File Source: Supplied

CUSTOMERS are angry over a telemarketing tactic that effectively makes customers pay for calls about banking products.

Consumer groups have condemned the marketing as "bad practice", even though it does not break any laws because of an "opt out" loophole offered to customers.

A number of ANZ customers have complained on consumer forum Reverse Australia they receive calls from an unknown Australian phone number which disconnects if they answer.

When customers - who think they have missed a legitimate call - call back they get a message saying they have been contacted by an ANZ subsidiary, One Path, in relation to a life insurance offer.

They can choose to speak to a customer service agent or to opt out of receiving further calls.

But customers have no way of knowing who the missed call is from before calling so effectively pay to receive the marketing messages.

ANZ is not breaking any regulations because of a loophole that allows this type of marketing to customers if they are given an option to unsubscribe.

But angry customers have taken to the Reverse Australia forum to vent their frustration.

"Been getting calls from this number every two days. If I answer the other end just hangs up. A couple of days ago I called it back. It said it was One Path and gave an option to opt out of calls from the company. I did that but got another call from the same number today!" Lindz posted on February 8.

"They called me and started telling me I was neglecting my loved ones if I didn't consider life insurance. Told them to bugger off," Steve posted on January 8

"Had this number called persistently every day for 2 weeks now, no idea who, when pick up (out of annoyance), I get disconnected," K posted on March 21.

One younger customer complained of getting the calls while she was in class.

"I get called during school, it's insane!! When I'm on the bus it says it called at freaking 1:30pm !! And I'm just like WTF," Lillie posted on April 2.

An ANZ spokesman denied the bank engages in missed call marketing and said typically its marketing calls target customers who are over 30 "but clearly something has gone wrong in this instance" when a younger person was called.

"We'd like to apologise to the customer for any concern we have caused and assure her that we're investigating how this occurred," the spokesman said.

"We conduct a small amount of outbound marketing calls to ANZ customers who have previously received information about our insurance products and been advised that we will give them a call.

"Customers are then contacted and given the option of speaking with an insurance consultant or they can immediately opt out of future calls."

Australian Communications Consumer Action Network CEO Teresa Corbin condemned "missed call" marketing.

"People shouldn't have to pay for telemarketing calls," Ms Corbin. "This is just bad practice."

Ms Corbin suggests consumers opt-out of all marketing calls by placing their number on the Do Not Call Register.

According to the Australian Communications and Media Authority (ACMA) "missed call marketing" involves the sending of short duration calls to mobile phones, thereby leaving a "missed call" message on the phone.

Under this practice, when the mobile phone owner returns the missed call, they receive marketing information from a company.
Consumers have no way of knowing who the missed call is from before calling.

But under the Spam Act these messages do not breach the act if customers consent to the calls, if the company is identified in the message and if customers are given the opportunity to unsubscribe.

In 2007 ACMA fined DC Marketing $149,600 for failing to comply with these three requirements.

ACMA's investigations manager for unsolicited communications Julia Cornwell McKean said in the case of the ANZ complaints it sounded like there was a technical issue with the telemarketer.

The ANZ spokesman said in light of complaints it would look to improve how the bank proactively markets its services.

View the original article here

ANZ irks business customers, says survey

ANZ ranks lowest in customer service among banks, according to a new study. Source: AAP

THE Commonwealth and Westpac rank highest for customer satisfaction among the big four banks, while ANZ and National Australia Banks are still languishing.

A monthly survey of satisfaction among the big four's business customers shows the Commonwealth and Westpac tied for first place with an average satisfaction rating of 7.4 out of 10.

By contrast NAB had an average satisfaction rating of 7.0, but ANZ ranked lowest with an average score of 6.9.

The monthly DBM Consultants' Business Financial Services Monitor (BFSM) shows the Commonwealth had the highest satisfaction rating for small, medium and large businesses and was tied with Westpac among micro businesses.

DBM Managing Director Dhruba Gupta said ANZ was still making up ground with business customers after a difficult 2012.

Satisfaction with ANZ dropped sharply after the bank shifted the timing if its monthly interest rate decision away from the Reserve Bank of Australia's board meeting.

Mr Gupta said the bank's recent pledge to lend $1 billion to start-up businesses over the next year may help to improve its standing.

"It will be interesting to see if ANZ's pledge will impact positively on its business customers' satisfaction levels," he said.

The BFSM is based on interviews with 20,000 businesses a year.

View the original article here

Anger over telemarketing customers pay for

Consumer groups say customers shouldn't have to pay for telemarketing calls. Picture: File Source: Supplied

CUSTOMERS are angry over a telemarketing tactic that effectively makes customers pay for calls about banking products.

Consumer groups have condemned the marketing as "bad practice", even though it does not break any laws because of an "opt out" loophole offered to customers.

A number of ANZ customers have complained on consumer forum Reverse Australia they receive calls from an unknown Australian phone number which disconnects if they answer.

When customers - who think they have missed a legitimate call - call back they get a message saying they have been contacted by an ANZ subsidiary, One Path, in relation to a life insurance offer.

They can choose to speak to a customer service agent or to opt out of receiving further calls.

But customers have no way of knowing who the missed call is from before calling so effectively pay to receive the marketing messages.

ANZ is not breaking any regulations because of a loophole that allows this type of marketing to customers if they are given an option to unsubscribe.

But angry customers have taken to the Reverse Australia forum to vent their frustration.

"Been getting calls from this number every two days. If I answer the other end just hangs up. A couple of days ago I called it back. It said it was One Path and gave an option to opt out of calls from the company. I did that but got another call from the same number today!" Lindz posted on February 8.

"They called me and started telling me I was neglecting my loved ones if I didn't consider life insurance. Told them to bugger off," Steve posted on January 8

"Had this number called persistently every day for 2 weeks now, no idea who, when pick up (out of annoyance), I get disconnected," K posted on March 21.

One younger customer complained of getting the calls while she was in class.

"I get called during school, it's insane!! When I'm on the bus it says it called at freaking 1:30pm !! And I'm just like WTF," Lillie posted on April 2.

An ANZ spokesman denied the bank engages in missed call marketing and said typically its marketing calls target customers who are over 30 "but clearly something has gone wrong in this instance" when a younger person was called.

"We'd like to apologise to the customer for any concern we have caused and assure her that we're investigating how this occurred," the spokesman said.

"We conduct a small amount of outbound marketing calls to ANZ customers who have previously received information about our insurance products and been advised that we will give them a call.

"Customers are then contacted and given the option of speaking with an insurance consultant or they can immediately opt out of future calls."

Australian Communications Consumer Action Network CEO Teresa Corbin condemned "missed call" marketing.

"People shouldn't have to pay for telemarketing calls," Ms Corbin. "This is just bad practice."

Ms Corbin suggests consumers opt-out of all marketing calls by placing their number on the Do Not Call Register.

According to the Australian Communications and Media Authority (ACMA) "missed call marketing" involves the sending of short duration calls to mobile phones, thereby leaving a "missed call" message on the phone.

Under this practice, when the mobile phone owner returns the missed call, they receive marketing information from a company.
Consumers have no way of knowing who the missed call is from before calling.

But under the Spam Act these messages do not breach the act if customers consent to the calls, if the company is identified in the message and if customers are given the opportunity to unsubscribe.

In 2007 ACMA fined DC Marketing $149,600 for failing to comply with these three requirements.

ACMA's investigations manager for unsolicited communications Julia Cornwell McKean said in the case of the ANZ complaints it sounded like there was a technical issue with the telemarketer.

The ANZ spokesman said in light of complaints it would look to improve how the bank proactively markets its services.

View the original article here

Anger over telemarketing customers pay for

Consumer groups say customers shouldn't have to pay for telemarketing calls. Picture: File Source: Supplied

CUSTOMERS are angry over a telemarketing tactic that effectively makes customers pay for calls about banking products.

Consumer groups have condemned the marketing as "bad practice", even though it does not break any laws because of an "opt out" loophole offered to customers.

A number of ANZ customers have complained on consumer forum Reverse Australia they receive calls from an unknown Australian phone number which disconnects if they answer.

When customers - who think they have missed a legitimate call - call back they get a message saying they have been contacted by an ANZ subsidiary, One Path, in relation to a life insurance offer.

They can choose to speak to a customer service agent or to opt out of receiving further calls.

But customers have no way of knowing who the missed call is from before calling so effectively pay to receive the marketing messages.

ANZ is not breaking any regulations because of a loophole that allows this type of marketing to customers if they are given an option to unsubscribe.

But angry customers have taken to the Reverse Australia forum to vent their frustration.

"Been getting calls from this number every two days. If I answer the other end just hangs up. A couple of days ago I called it back. It said it was One Path and gave an option to opt out of calls from the company. I did that but got another call from the same number today!" Lindz posted on February 8.

"They called me and started telling me I was neglecting my loved ones if I didn't consider life insurance. Told them to bugger off," Steve posted on January 8

"Had this number called persistently every day for 2 weeks now, no idea who, when pick up (out of annoyance), I get disconnected," K posted on March 21.

One younger customer complained of getting the calls while she was in class.

"I get called during school, it's insane!! When I'm on the bus it says it called at freaking 1:30pm !! And I'm just like WTF," Lillie posted on April 2.

An ANZ spokesman denied the bank engages in missed call marketing and said typically its marketing calls target customers who are over 30 "but clearly something has gone wrong in this instance" when a younger person was called.

"We'd like to apologise to the customer for any concern we have caused and assure her that we're investigating how this occurred," the spokesman said.

"We conduct a small amount of outbound marketing calls to ANZ customers who have previously received information about our insurance products and been advised that we will give them a call.

"Customers are then contacted and given the option of speaking with an insurance consultant or they can immediately opt out of future calls."

Australian Communications Consumer Action Network CEO Teresa Corbin condemned "missed call" marketing.

"People shouldn't have to pay for telemarketing calls," Ms Corbin. "This is just bad practice."

Ms Corbin suggests consumers opt-out of all marketing calls by placing their number on the Do Not Call Register.

According to the Australian Communications and Media Authority (ACMA) "missed call marketing" involves the sending of short duration calls to mobile phones, thereby leaving a "missed call" message on the phone.

Under this practice, when the mobile phone owner returns the missed call, they receive marketing information from a company.
Consumers have no way of knowing who the missed call is from before calling.

But under the Spam Act these messages do not breach the act if customers consent to the calls, if the company is identified in the message and if customers are given the opportunity to unsubscribe.

In 2007 ACMA fined DC Marketing $149,600 for failing to comply with these three requirements.

ACMA's investigations manager for unsolicited communications Julia Cornwell McKean said in the case of the ANZ complaints it sounded like there was a technical issue with the telemarketer.

The ANZ spokesman said in light of complaints it would look to improve how the bank proactively markets its services.

View the original article here

Anger over telemarketing customers pay for

Consumer groups say customers shouldn't have to pay for telemarketing calls. Picture: File Source: Supplied

CUSTOMERS are angry over a telemarketing tactic that effectively makes customers pay for calls about banking products.

Consumer groups have condemned the marketing as "bad practice", even though it does not break any laws because of an "opt out" loophole offered to customers.

A number of ANZ customers have complained on consumer forum Reverse Australia they receive calls from an unknown Australian phone number which disconnects if they answer.

When customers - who think they have missed a legitimate call - call back they get a message saying they have been contacted by an ANZ subsidiary, One Path, in relation to a life insurance offer.

They can choose to speak to a customer service agent or to opt out of receiving further calls.

But customers have no way of knowing who the missed call is from before calling so effectively pay to receive the marketing messages.

ANZ is not breaking any regulations because of a loophole that allows this type of marketing to customers if they are given an option to unsubscribe.

But angry customers have taken to the Reverse Australia forum to vent their frustration.

"Been getting calls from this number every two days. If I answer the other end just hangs up. A couple of days ago I called it back. It said it was One Path and gave an option to opt out of calls from the company. I did that but got another call from the same number today!" Lindz posted on February 8.

"They called me and started telling me I was neglecting my loved ones if I didn't consider life insurance. Told them to bugger off," Steve posted on January 8

"Had this number called persistently every day for 2 weeks now, no idea who, when pick up (out of annoyance), I get disconnected," K posted on March 21.

One younger customer complained of getting the calls while she was in class.

"I get called during school, it's insane!! When I'm on the bus it says it called at freaking 1:30pm !! And I'm just like WTF," Lillie posted on April 2.

An ANZ spokesman denied the bank engages in missed call marketing and said typically its marketing calls target customers who are over 30 "but clearly something has gone wrong in this instance" when a younger person was called.

"We'd like to apologise to the customer for any concern we have caused and assure her that we're investigating how this occurred," the spokesman said.

"We conduct a small amount of outbound marketing calls to ANZ customers who have previously received information about our insurance products and been advised that we will give them a call.

"Customers are then contacted and given the option of speaking with an insurance consultant or they can immediately opt out of future calls."

Australian Communications Consumer Action Network CEO Teresa Corbin condemned "missed call" marketing.

"People shouldn't have to pay for telemarketing calls," Ms Corbin. "This is just bad practice."

Ms Corbin suggests consumers opt-out of all marketing calls by placing their number on the Do Not Call Register.

According to the Australian Communications and Media Authority (ACMA) "missed call marketing" involves the sending of short duration calls to mobile phones, thereby leaving a "missed call" message on the phone.

Under this practice, when the mobile phone owner returns the missed call, they receive marketing information from a company.
Consumers have no way of knowing who the missed call is from before calling.

But under the Spam Act these messages do not breach the act if customers consent to the calls, if the company is identified in the message and if customers are given the opportunity to unsubscribe.

In 2007 ACMA fined DC Marketing $149,600 for failing to comply with these three requirements.

ACMA's investigations manager for unsolicited communications Julia Cornwell McKean said in the case of the ANZ complaints it sounded like there was a technical issue with the telemarketer.

The ANZ spokesman said in light of complaints it would look to improve how the bank proactively markets its services.

View the original article here