5th March 2020

The 2020 DBM Australian Financial Awards were presented in Sydney yesterday, recognising the best of the Australian financial sector as chosen by over 80,000 of its retail and business customers. The awards are based on customer feedback and ratings of financial providers collected throughout 2019.

Bendigo Bank was once again a big winner on the day, taking home 4 business banking awards, including for the second year in a row, the prestigious Most Recommended Business Bank award. Among other highly regarded awards, P&N Bank became Australia’s Most Recommended Customer-owned bank for 2020. A fresh face at this year’s ceremony in the newly created ‘Best Neobank’ category, Up Bank went home as a winner after a stellar 2019.

In the major bank classification, each of the Big Four finished with multiple awards, among them ANZ claiming the Most Recommended Credit Card (Major Bank), CBA going home with the Most Innovative Major Bank award and NAB winning the coveted Most Recommended Major Bank. Westpac also won multiple business banking awards including Most Recommended Major Business Bank.

Newly appointed DBM Consultants CEO Kipling Zubevich said of the winners: “The financial services industry is placing more value than ever before on putting the customer at the centre of their decision-making. With Australian consumers and businesses playing such a significant role in deciding the winners we’ve announced here today, we’re proud to host these awards which serve as a genuine indicator of the institutions that are truly serving their customers.”

Reflective of how satisfied their customers are, Rabobank was once again named Australia’s Most Recommended Agribusiness Bank, while for the second year in a row RAA and CBUS were named Most Recommended General Insurer and Most Recommended Industry Super Fund respectively.

The winners of the above awards (and more) were selected using the DBM Atlas research program – feedback from over 80,000 businesses or retail customers January 2019 through December 2019. Award results are based on experiences and perceptions of customers surveyed in this period.

Check out the full list of winners below. For more DBM Australian Financial Awards information, visit dbmconsultants.com.au/australian-financial-awards

For enquiries or more details please contact:


(03) 8809 5333


  1. Best Major Digital Business Bank – Westpac
  2. Best Digital Business Bank – Bendigo Bank
  3. Most Competitive Major Business Bank - NAB
  4. Most Competitive Business Bank – HSBC
  5. Best Business Relationship Managers (Major Bank) - Westpac
  6. Best Business Relationship Managers – Bendigo Bank
  7. Best Business Customer Service (Major Bank) - Westpac
  8. Best Business Customer Service – Bendigo Bank
  9. Most Recommended Agribusiness Bank – Rabobank
  10. Most Recommended Institutional Bank – ANZ
  11. Most Recommended Major Business Bank - Westpac
  12. Most Recommended Business Bank – Bendigo Bank


  1. Best Major Digital Bank – Commonwealth Bank
  2. Best Digital Bank – Credit Union SA
  3. Most Innovative Major Bank – Commonwealth Bank
  4. Most Innovative Bank - ING
  5. Most Competitive Major Bank - NAB
  6. Most Competitive Bank – Bank First
  7. Most Recommended Credit Card (Major Bank) – ANZ
  8. Most Recommended Credit Card - Teachers Mutual Bank
  9. Most Recommended Home Loan (Major Bank) - ANZ
  10. Most Recommended Home Loan – UBank
  11. Best Personal Bankers (Major Bank) - Westpac
  12. Best Customer Service (Major Bank) - Commonwealth Bank
  13. Best Customer Service – Greater Bank
  14. Most Recommended Industry Superannuation Fund – Cbus Super
  15. Most Recommended Non-Industry Superannuation Fund - QSuper
  16. Most Recommended Major Private Health Insurer - HBF
  17. Most Recommended Members-owned Private Health Insurer – Police Health
  18. Most Recommended General Insurer – RAA (South Australia)
  19. Most Reputable Major Bank - NAB
  20. Most Reputable Bank – Teachers Mutual Bank
  21. Most Recommended Major Bank - NAB
  22. Most Recommended Bank - ING
  23. Most Recommended Customer-owned Bank – P&N Bank
  24. Best Neobank – Up Bank
  25. Best Travel Insurer – RAC WA
  26. Best Life Insurer – NRMA Insurance
  27. Most Reputable Building Society - Newcastle Permanent
  28. Most Recommended Credit Union - People's Choice
April 21, 2022
SMEs and emissions reductions

A recent study of DBM Connect panelists reveals SME attitudes towards emissions, how their business is responding to the emissions challenge, and their expectations of suppliers and business partners.

Read More
March 7, 2022
International Women’s Day: Q&A with Kerry Sproston

We caught up with Head of DBM Social Research Kerry […]

Read More
February 4, 2022
Q&A: Celebrating 30 years of DBM Consultants

This year marks 30 years of DBM Consultants.

Read More
December 3, 2021
Financial uncertainty amid the pandemic fuels a rise in Buy Now, Pay Later services in Australia

By Tony Williams, Executive Director, DBM Consultants & Lucas Carreras, […]

Read More
November 17, 2021
DBM Star Profile: Logan Walsh

Media Products Manager Logan Walsh

Read More
September 30, 2021
STEPtember: 5 mins with Fiona Bridger

This STEPtember, we took five minutes to chat with one of our research assistants, Fiona Bridger who lives with cerebral palsy.

Read More
July 16, 2021
How to boost marketing ROI for financial services - FAST

DBM Managing Director Dhruba Gupta shares 2 fundamental things financial services marketers should know to boost marketing ROI.

Read More
May 17, 2021
Switching providers or sticking it out? Consumer trends since COVID19

With more people working from home since lockdown, expectations and attitudes relating to bill increases in utilities, telco and insurance have changed.

Read More
March 7, 2021
5 ways DBM is leading the charge for workplace gender equality

DBM Connect 2021 IWD Poll February-March 2021, sample size 1046.

Read More
January 27, 2021
5 minutes with Chris Riquier

Chris Riquier, CEO International of Illuminera, the parent company of […]

Read More
August 18, 2020
DBM researchers reveal links between advocacy and the predictability of future customer behaviour

Dhruba Gupta, Founder and Managing Director of DBM presented the […]

Read More
June 24, 2020
Signs of Opportunism Amongst First Home Buyers

The latest DBM Atlas data has revealed that renters are […]

Read More

Find Out More

Chat To Our Team
DBM logo_white