Research Programs

Business Banking Index

Business Banking Index

East & Partners Business Banking Index (BBI) is the foremost predictor of business banking sentiment towards Australian banks, based on bi-monthly interviews conducted with a nationwide structured sample of up to 1,025 enterprises. Representing Micro, SME, Corporate and Institutional segments, the survey sweep presents the findings of over 6,150 direct interviews with business banking customers annually.

The Index provides a monitor of several key drivers of customer engagement with their business bank, including: 

  • Advocacy
  • Detraction
  • Empathy
  • Satisfaction
  • Loyalty
  • Frequency and initiator of contact
  • Share of customer mind
  • Business bank advertising recall 

The index delivers proven clear predictive correlations based on customer engagement behaviour with key bank performance outcomes both in aggregate and by individual bank. The BBI’s leading predictors are strongly connected with important customer dynamics such as market share, customer satisfaction, wallet share, product cross-sell and market wide bank margins. The BBI is a stand-alone initiative and is not related to East’s other research programs.

For more information on this report, or to request a full report profile please contact:

Sian Dowling         
Client Services & Development
t: +61 2 9004 7848
e: sian.d@east.com.au


 

Top of Mind Business Bank
% of Respondents