ANZ Customer Satisfaction Ratings: Bottom in 2025
Few surprises greeted ANZ customers when the latest Consumer NZ banking satisfaction survey landed in May 2025. The nation’s biggest bank finished dead last with a score of 57%, a result that leaves many wondering why the most profitable lender in New Zealand can’t win over its own customers.
ANZ satisfaction score: 57% · Average satisfaction across all banks: 62% · Highest satisfaction score: 77% (Co-operative Bank) · Survey date: May 2025 · Survey conducted by: Consumer NZ
Quick snapshot
- Conducted by Consumer NZ
- Released May 2025 (Consumer NZ)
- Measured overall customer satisfaction (Consumer NZ)
- 57% satisfaction
- Lowest among major banks
- Below industry average of 62%
- Co-operative Bank: 77%
- Other banks scored between 60% and 70%
- Only 52% of ANZ customers trust the bank
- Westpac also scored low on trust
Six key facts, one pattern: ANZ’s satisfaction score lags every competitor, and trust levels are even worse.
| Fact | Value |
|---|---|
| Survey Organization | Consumer NZ |
| Survey Date | May 2025 |
| ANZ Satisfaction Score | 57% |
| Industry Average | 62% |
| Highest Score | 77% (Co-operative Bank) |
| Number of Banks | Not specified in available data |
Is ANZ Bank ranked lowest in customer satisfaction in New Zealand?
What the Consumer NZ survey revealed
- ANZ scored 57% in the Consumer NZ survey, the lowest among all banks evaluated (Consumer NZ).
- The Co-operative Bank topped the 2025 rankings with 77% (Consumer NZ).
ANZ’s score compared to the industry average
- The average satisfaction score across all banks was 62% (Consumer NZ).
- Consumer NZ reported a 20-point gap between the top and bottom performers (Consumer NZ).
The implication: ANZ sits 20 percentage points behind the market leader, a gap that signals deeper issues than a single survey result.
What is the rating of ANZ Bank?
Customer satisfaction rating
- ANZ’s customer satisfaction rating is 57% according to the Consumer NZ 2025 survey (Consumer NZ).
Financial credit rating from Fitch
- Fitch Affirms ANZ at ‘AA-‘ with stable outlook.
The catch: a bank with a pristine credit rating struggles with the basics of customer satisfaction.
Why is ANZ falling?
Trust levels among ANZ customers
- Only 52% of ANZ customers think the bank can be trusted (Consumer NZ).
- ANZ and Westpac scored the lowest on trust (Consumer NZ).
Potential factors behind the low score
- Consumer NZ said ANZ scored particularly low on interest on savings, fees, responsible lending, advice, and overall value for money (Consumer NZ).
New Zealand’s most profitable bank, with a strong AA- credit rating, fails to satisfy the very customers who generate those profits. Low trust and poor value perceptions are the likely culprits.
What this means: the bank’s financial strength masks a brewing customer loyalty problem.
Does ANZ have a good reputation?
How customers view ANZ’s reputation
- The Consumer NZ survey indicates low trust and satisfaction, suggesting a tarnished reputation among customers (Consumer NZ).
ANZ’s own reputation page
- ANZ’s own ‘Our Reputation’ page highlights community initiatives but does not address low satisfaction.
- For those exploring ANZ Home Mortgage Calculator tools, the reputation gap may factor into customer decisions.
The pattern: the brand’s own narrative diverges sharply from the lived experience of its customers.
Which bank has the best customer service NZ?
Top performing banks in satisfaction surveys
- The Co-operative Bank had the highest satisfaction score (77%) (Consumer NZ).
- Canstar’s separate research also rated The Co-operative Bank number one (Canstar).
Comparison of major banks
- Other major banks (ASB, BNZ, Westpac) scored between ANZ and the top.
- ANZ was the lowest at 57% (Consumer NZ).
Three banks, one clear pattern: smaller banks consistently outperform the big four on customer satisfaction.
Comparison across the two main surveys shows a consistent winner. For broader context on Calculate Mortgage Repayments in NZ: Top Bank Tools, satisfaction often correlates with product experience.
| Bank | Consumer NZ Score (2025) | Canstar Rating |
|---|---|---|
| ANZ | 57% | Not top-rated |
| Co-operative Bank | 77% | Number one |
| Industry Average | 62% | – |
Timeline
- : Consumer NZ publishes its best and worst banks survey, showing ANZ at bottom with 57% (Consumer NZ).
What’s confirmed and what’s unclear
Confirmed facts
- ANZ scored 57% in the Consumer NZ survey (Consumer NZ).
- ANZ was the lowest among major banks (Consumer NZ).
- Industry average was 62% (Consumer NZ).
What’s unclear
- Specific reasons for low satisfaction (though Consumer NZ indicated low scores on fees, interest, and value – these are confirmed).
- Future changes to ANZ’s customer experience.
- Fitch affirms ANZ at AA- (source not independently verified in available data).
Perspectives
“The big banks are losing ground to smaller competitors on customer satisfaction. That 20-point gap shows customers notice the difference.”
— Consumer NZ spokesperson
“NZ’s biggest bank at bottom of customer satisfaction rankings.”
— NZ Herald
For ANZ’s leadership, the choice is clear: invest in trust and value, or continue to see customers move to smaller banks like The Co-operative Bank. The gap is real, and the clock is ticking.
Frequently asked questions
Is ANZ Bank having problems?
ANZ faces a customer satisfaction problem according to the 2025 Consumer NZ survey, where it ranked lowest at 57%. Its financial health remains strong with an AA- credit rating, but customer trust is slipping.
What is the safest bank in NZ?
All registered banks in New Zealand are covered by the Deposit Compensation Scheme up to NZ$100,000 per depositor per institution. No single bank is categorically “safest” beyond that protection.
Is it safe to have more than $250,000 in a bank account?
The current deposit compensation limit in New Zealand is NZ$100,000 per depositor per institution. Amounts above that are not covered.
What are the top 3 banks in New Zealand?
The top 3 banks by customer satisfaction in the 2025 Consumer NZ survey are The Co-operative Bank (77%), followed by ASB and BNZ (exact scores not available). ANZ is at the bottom.
Which bank has the highest customer satisfaction in New Zealand?
The Co-operative Bank has the highest customer satisfaction at 77% in the 2025 Consumer NZ survey.
What was the average satisfaction score for all banks in the Consumer NZ survey?
The average satisfaction score across all banks was 62%.
How did Westpac compare to ANZ in the survey?
Westpac also scored low on trust and satisfaction, but exact scores were not provided in available data.
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