05 November 2018

Bank Conduct and Culture Consumer Survey

The research aimed to help the FMA and the RBNZ understand:

  • perceptions of the type and quality of interactions and communications customers have with their bank;
  • awareness and experience of the banks’ complaints process;
  • level of trust New Zealanders have in their bank 

Bank conduct and culture survey 2018

Results have been reported for n=2005 respondents who said they are currently a customer of a bank.

Download the bank conduct and culture survey 2018 PDF