SKN | ING Leads Australian Home Loan Customer Satisfaction Despite Higher Interest Rates

Key Points

• ING ranked first in customer satisfaction among Australian home loan customers with a market-leading 92.1% satisfaction rating.
• Suncorp Bank and Bendigo Bank followed ING, while NAB recorded the largest year-over-year improvement among the big four banks.
• Rising interest rates have not prevented overall customer satisfaction from improving across Australia’s major mortgage lenders.

ING has retained its position as Australia’s highest-rated bank for home loan customer satisfaction, according to the latest Roy Morgan Single Source survey, demonstrating strong customer loyalty despite three recent interest rate increases.

ING Continues to Lead Customer Experience

ING recorded a 92.1% customer satisfaction rating among home loan customers in May 2026, representing an improvement of 0.9 percentage points compared with the previous year. The result places the digital-focused lender comfortably ahead of its competitors and highlights its continued strength in customer service, digital banking, and mortgage offerings.

Challenger Banks Continue to Outperform

Suncorp Bank ranked second with an 87.1% satisfaction rating, improving 2.3 percentage points year over year following its merger with ANZ. Bendigo Bank secured third place at 84.1%, while Macquarie ranked fourth with 79.7%. The strong performance of these institutions illustrates that regional and challenger banks continue to compete effectively by delivering high-quality customer experiences alongside competitive lending solutions.

NAB Leads the Big Four

Among Australia’s largest banks, National Australia Bank (NAB) achieved the highest customer satisfaction score at 78.8% and recorded the biggest improvement among the big four, increasing 6.5 percentage points over the previous year. Commonwealth Bank followed closely at 78.7%, while ANZ reached 75.6% and Westpac recorded 74.2%. Collectively, the big four improved their average customer satisfaction rating to 77.3%, reflecting meaningful progress across the sector.

Customer Experience Remains a Key Differentiator

The survey indicates that customer satisfaction continued to improve even after multiple interest rate increases, suggesting borrowers are placing increasing importance on service quality, digital capabilities, communication, and overall banking experience rather than focusing solely on borrowing costs. Banks that successfully combine competitive products with efficient digital services and responsive customer support continue to strengthen customer loyalty in a higher-rate environment.

Outlook

The latest Roy Morgan findings reinforce the growing importance of customer experience in Australia’s competitive mortgage market. While interest rates remain a significant factor for borrowers, banks that continue investing in digital innovation, service quality, and customer relationships appear well positioned to strengthen market share and retain customers over the long term.

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