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 and the ban
Bank conduct and culture survey 2018
Results have been reported for n=2005 respondents who said they are currently a customer of a bank.
Bank Incentive Structures
Bank Conduct and Culture Review