But Big Four banks close the gap with record annual gains
ING has again recorded the highest home loan customer satisfaction of any Australian bank, according to the latest Roy Morgan Single Source figures for May 2026, though the gap to its rivals has narrowed as the major banks post some of their strongest annual improvements on record.
ING's satisfaction score reached 92.1% in May, up 0.9 percentage points on the same month last year. Suncorp Bank, which finalised its merger with ANZ in July 2024, held second place on 87.1%, a rise of 2.3 percentage points. Bendigo Bank ranked third on 84.1%, up 1.6 percentage points, and Macquarie was fourth on 79.7%, up 0.4 percentage points.
Among the major banks, NAB posted the highest satisfaction score at 78.8%, and also recorded the largest year-on-year improvement of the big four, up 6.5 percentage points. CBA followed on 78.7%, up 3.6 percentage points, ahead of ANZ on 75.6%, up 6.1 percentage points, and Westpac on 74.2%, up 2.8 percentage points. The average across the big four stood at 77.3%, an increase of 4.7 percentage points on a year earlier.
Across the top 10 lenders as a group, which also included Bankwest and St George, satisfaction for the six months to May 2026 averaged 78.3%, up 4.2 percentage points from 74.1% a year earlier. Roy Morgan noted the rise came despite the official cash rate sitting at 4.35% in May 2026, half a percentage point above the level recorded in May 2025.
Customer satisfaction ratings of home loan banking customers
May 2025 cf. May 2026
Source: Roy Morgan
“Looking at the banks, ING has excelled during the last year with the highest home loan customer satisfaction, ahead of the ANZ owned Suncorp Bank, Bendigo Bank and Macquarie,” said Michele Levine (pictured right), chief executive of Roy Morgan. “The big four banks have performed well over the last year with the largest increases in home loan customer satisfaction led by NAB.”
Meanwhile, ING pointed to ongoing growth in its mortgage book alongside the high customer satisfaction rating. The non-major bank, Australia's sixth-largest home lender by market share, grew its mortgage portfolio at 1.2 times system in May, continuing a run of above-system growth that has averaged 1.8 times the market over the past twelve months.
“Our goal is to make home lending as simple and straightforward as possible,” said Jennifer Davies, head of retail at ING Australia. “We know customers value clarity, simplicity and support, and we're focused on delivering an experience that helps people understand their options and make informed decisions.”
Levine also pointed out that home loan customer satisfaction for Australia's top banks had reached 78.3% in the six months to May 2026, a rise of 4.2 percentage points on the previous year. “The increase is despite interest rates in May 2026 being 0.5% points higher than a year ago in May 2025,” she added.
“Early indications from the latest monthly data are that the three interest rate increases in the first half of 2026 are starting to have an impact on home loan customer satisfaction which is slightly below the peak reached in the six months to December 2025. The interest rate increase of +0.25% to 4.35% in May means interest rates are now at their equal highest in almost 15 years.
“Because of the way interest rates operate in the economy, it takes up to two years to see the full impact of an official interest rate increase. Given this time lag we are still yet to see the full impact of the current cycle of increases which will continue to hit households throughout this year as home loan repayments reset to higher levels.”
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