The Finder Customer Satisfaction Awards ask Australians which brands and products they trust and love the most. For the bank account satisfaction awards, we surveyed thousands of Australians to rate their bank accounts.
Here are the results.
Up bank has been named the most loved brand for bank accounts this year, with a score of 4.63 out of 5. With minimal fees and heaps of features to help you budget and track your spending, it's easy to see why Up has won this category.
Up bank has been named the most loved brand for bank accounts this year, with a score of 4.63 out of 5. With minimal fees and heaps of features to help you budget and track your spending, it's easy to see why Up has won this category.
Loved Brand 
ING has been named a runner up for this year's most loved brand for bank accounts, with a score of 4.37 out of 5.
ING has been named a runner up for this year's most loved brand for bank accounts, with a score of 4.37 out of 5.
Ubank has been named a runner up for this year's most loved brand for bank accounts, with a score of 4.37 out of 5.
Ubank has been named a runner up for this year's most loved brand for bank accounts, with a score of 4.37 out of 5.
As well as being named the most loved, Up bank has been named the most trusted brand for bank accounts this year. Up earned a score of 4.53 out of 5 for this category.
As well as being named the most loved, Up bank has been named the most trusted brand for bank accounts this year. Up earned a score of 4.53 out of 5 for this category.
Trusted Brand
ING has been named a runner up for this year's most trusted brand for bank accounts, with a score of 4.39 out of 5.
ING has been named a runner up for this year's most trusted brand for bank accounts, with a score of 4.39 out of 5.
Bendigo bank has been named a runner up for this year's most trusted brand for bank accounts, with a score of 4.39 out of 5.
Bendigo bank has been named a runner up for this year's most trusted brand for bank accounts, with a score of 4.39 out of 5.
Up bank has been named the bank account brand with the best customer service this year. Its customers agreed the bank offered legendary customer service, with a score of 4.51 out of 5 for this category.
Up bank has been named the bank account brand with the best customer service this year. Its customers agreed the bank offered legendary customer service, with a score of 4.51 out of 5 for this category.
Quality Service
Bendigo Bank has been named a runner up for this year's bank account brand with the best customer service, with a score of 4.39 out of 5.
Bendigo Bank has been named a runner up for this year's bank account brand with the best customer service, with a score of 4.39 out of 5.
ING has been named a runner up for this year's bank account brand with the best customer service, with a score of 4.39 out of 5.
ING has been named a runner up for this year's bank account brand with the best customer service, with a score of 4.39 out of 5.
Up bank has been named the winning brand for bank accounts in terms of fraud protection and anti-scam features. Up's customers scored the bank 4.38 out of 5 in this area.
Up bank has been named the winning brand for bank accounts in terms of fraud protection and anti-scam features. Up's customers scored the bank 4.38 out of 5 in this area.
Highly Rated Anti-Fraud
ING has been named a runner up in the anti-fraud category, with a score of 4.25 out of 5 from customers.
ING has been named a runner up in the anti-fraud category, with a score of 4.25 out of 5 from customers.
Macquarie has been named a runner up in the anti-fraud category, with a score of 4.25 out of 5 from customers.
Macquarie has been named a runner up in the anti-fraud category, with a score of 4.25 out of 5 from customers.
After being named the most loved and most trusted bank account brand, it's no surprise Up was also the most recommended this year. Almost 98% of Up's customers would recommend the bank to friends and family.
After being named the most loved and most trusted bank account brand, it's no surprise Up was also the most recommended this year. Almost 98% of Up's customers would recommend the bank to friends and family.
Recommended Brand
ING has been named a runner up for this year's most recommended brand for bank accounts, with 96% of customers recommending it.
ING has been named a runner up for this year's most recommended brand for bank accounts, with 96% of customers recommending it.
Ubank has been named a runner up for this year's most recommended brand for bank accounts, with 96% of customers recommending it.
Ubank has been named a runner up for this year's most recommended brand for bank accounts, with 96% of customers recommending it.
Each year, thousands of Australians rate brands they've used as part of Finder's Customer Satisfaction Awards. Consumers assess brands within a product category across various metrics, including trust, customer service, value and overall satisfaction. Finder surveyed thousands of customers and analysed their feedback.
Customers reviewed products they had purchased or used recently, with the recency period varying by category—from within the past year to up to five years.
Surveys continued until each category reached a minimum sample size of 500 to 5,000 responses, depending on the category. Respondents selected a brand from a pre-populated list or entered their own. Responses were recorded as they fell naturally.
We used the following metrics to assess brands and asked customers between 4-8 questions, including:
The final scores were determined exclusively based on the relevant metric. For example, the Most Trusted award was calculated based on responses to the question on how much people trust a brand, while the Most Loved award was based on responses to the question on how much people love a brand.
If a brand or product no longer exists in the market, they were disqualified and excluded from our assessment, meaning that they were ineligible for consideration for any Award (even though responses may have been collected in relation to the relevant brand's product(s) at such time that they were previously available). However, if only the brand's name changed and the products remained the same, the brand was still eligible for consideration for an Award and was assessed by us on the basis of the new brand name. Additionally, brands that did not meet the minimum per-brand sample size were excluded. The threshold ranged from 40 to 100 responses per brand, depending on the category, with most being 100.
The Finder Customer Satisfaction Awards is an independent awards program and commercial partnerships do not influence the results in any way.
Disclaimer: We tried to collect feedback and data from survey participants on as many products and providers in the market as possible. Although we were able to assess an extensive range of products and providers from the survey responses, we can't say that every provider and/or product currently available in the market was considered as part of our review and winner selection process. Some products and/or providers may have been omitted from survey responses and therefore not considered by us for any Customer Satisfaction Award. Read our Advertiser Disclosure.
Graham Cooke is Finder’s Head of Consumer Research, leading the team responsible for gathering and analysing data on everything from consumer spending and saving habits to how different financial products perform in the real world.
Richard Whitten is a money editor at Finder. He has been covering home loans, property and personal finance for the last 7 years.
With over 10 years of experience writing about personal finance, Alison has written extensively for a range of financial institutions and publications including Westpac, Money Magazine and Financy.
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All the Finder Awards
Can help me check account status my nab bank,help me to update use my nab bank ,cause I’m only have nab bank,but at overseas I cant use,can you all help me fix that one.
Hi Muhamad,
We’re a review and comparison site so we can’t provide any customer support. Your best bet is to contact NAB customer service. You can call the NAB Connect Client Centre on the international number +61 3 8641 9930. Best of luck!