Finder Banking App Customer Satisfaction Awards 2024

The 2024 Finder Banking App Satisfaction Awards are a survey of hundreds of Australians with the goal of finding out the most trusted and loved banking apps. We asked Australians to rate their banking apps based on customer service, features and benefits, UX design, fees and interest rate, and trustworthiness and reliability.

Most Loved

Up won this year's banking app customer satisfaction award. Up got the highest overall score of 4.61 out of 5. Up customers especially loved the features and benefits of their banking app. 97% of Up customers rated the bank as trustworthy and reliable too.

Loved brand

Suncorp

ING

Most trusted

ING was the most trusted brand this year, with a trustworthiness score of 4.84 out of 5. 100% of ING customers we surveyed consider ING trustworthy.

Trusted brand

Bendigo Bank

HSBC Bank Australia

Legendary service

Up won the Customer Service Award with a score of 4.53 out of 5. Up scored highly in every metric, but also had the highest score for customer service out of all the banking apps surveyed.

Quality service

Bendigo Bank

Bank Australia

Best banking apps for customer satisfaction in 2024

Bank	Overall satisfaction	Trustworthy/reliable
	★★★★★ 4.61/5	97%
	★★★★★ 4.35/5	97%
	★★★★★ 4.34/5	100%
	★★★★★ 4.32/5	100%
	★★★★★ 4.26/5	94%

How we picked our Banking App Customer Satisfaction Awards

Each year, thousands of Australians rate brands they've used as part of Finder's Customer Satisfaction Awards program. Aussies rate brands within a product category across a range of metrics, including 'value for money' and 'customer service'. Finder worked with leading data, insights and consulting company, Dynata to survey customers and collect their responses.

• Customers were asked to review a range of products they purchased or used recently.
• The recency period varied from within the last year to within 5 years, depending on the category.
• For each brand within a product group, a minimum sample size was established, with the sample sizing varying by product category. Brands that received fewer than 25 to 30 responses did not qualify for consideration for a Finder Customer Satisfaction Award. There was also a maximum limit of 35 responses per brand in each product category, with some exceeding this slightly.

• We used the following metrics to assess brands, and asked customers:
  • if they thought the brand was trustworthy/reliable. This result was scored out of 5 as a percentage. For example, if 80% of customers said they thought a brand was trustworthy/reliable, it received a score of 4 out of 5.
  • how they would rate each Banking App provider overall on a scale between 1 and 5 and in terms of: Customer service, features and benefits, UX design, fees and interest rate.

The final scores were calculated as follows:

• If a brand 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.
• 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. Survey customers received an incentive arranged by Dynata. Read our Advertiser Disclosure.

Meet our experts

Richard Whitten, Editor for money

Richard Whitten is a money editor at Finder. He has been covering home loans, property and personal finance for the last 6 years.

Piyush Pillai, Insights analyst

Piyush is an insights analyst at Finder and is responsible for developing the methodology for Finder's Product Awards. He holds an MBA from Macquarie University and a MSc in Banking and Finance from the University of London.

Fascinated by our Finder Awards?

Check out the categories, learn more and get involved!

• Product Awards
• Customer Satisfaction Awards
• Green Awards
• Innovation Awards