Australia's top rated banking providers in the 2021 Mozo People's Choice Awards

Woman looking at her banking app

During these financially uncertain times, it pays to know your banking provider has your back, which is why factors like trust and customer service should be top of mind. 

That’s where the 2021 Mozo People’s Choice Awards come in. Now in their 12th year, these awards give everyday Australians the opportunity to rate their banking providers, for services ranging from home loans and bank accounts through to Buy Now Pay Later and share trading.

The 2021 winners were based on results from a recent Ipsos survey commissioned by Mozo which recorded the attitudes of 3,973 Australians. 

Unlike the Mozo Experts Choice Awards which draw on data analysis from our team of in-house experts, the People’s Choice Awards are determined solely by the votes of customers.

“People find it really useful to see what existing customers and users of a product say about that banking product, which is why many of us go to review websites before making a purchase decision,” Mozo Banking Expert, Peter Marshall said. 

“The Mozo People’s Choice Awards are an opportunity to see what actual people think about their experiences with banking products and services beyond what is being advertised.”

Let’s take a look at some of 2021’s top rated banking providers. 

Greater Bank

Awards: Outstanding Customer Satisfaction, Excellent Customer Service, Highly Trusted, Mobile Banking Experience and Most Recommended 

Whether it’s delivering top customer service or consistently following through on promises, Greater Bank impressed their customers so much this year that they snagged People’s Choice awards for five of the seven categories available.

Besides continuing to excel in customer satisfaction and trust, Greater Bank was also named a winner in Mobile Banking Experience and Most Recommended. The former category asked people to rate their bank’s mobile app based on accessibility, while the latter is a tick of approval given to banking providers customers would recommend to friends and family. 

And it’s not just everyday Australians who are highly rating Greater Bank - the customer-owned lender also picked up two 2021 Mozo Experts Choice Awards for its Great Rate Home Loan (Fixed)

Up 

Awards: Outstanding Customer Satisfaction, Excellent Customer Service, Highly Trusted, Mobile Banking Experience, Customer Satisfaction - Bank Accounts, Most Recommended

Up has dressed to impress this year, taking home a whopping six 2021 Mozo People's Choice Awards. The neobank not only won Australia's votes for trust and customer service, but it was also recognised for providing a top-notch bank account and mobile banking experience. It’s little wonder why Up was one of only a few providers to receive a Most Recommended trophy from its customers this year. 

This isn’t the Up’s first Mozo award either, with the neobank also catching the attention of our experts. The Up Everyday Account won a 2021 Mozo Experts Choice Award for Exceptional Everyday Account while its app has also received back-to-back awards for Excellent Banking App.

ING 

Awards: Customer Satisfaction - Bank Accounts, Outstanding Customer Service, Mobile Banking Experience and Most Recommended 

ING is no stranger to standing out from the crowd and this year is no different, with the online bank sweeping up awards across four People’s Choice categories.

Among its accolades, ING took home an award for Customer Satisfaction - Bank Accounts for the fourth year running. In this category, customers were asked about their top rated transaction accounts, which is often their main point of contact with their bank. 

ING’s consecutive win may not come as much of a surprise, given how competitive the ING Orange Everyday bank account has stayed over the years. The ING Orange Everyday was even recognised in the 2021 Mozo Experts Choice Awards for being an Exceptional Everyday Account.

American Express 

Award: Customer Satisfaction - Credit Cards 

American Express is one of the biggest credit card companies out there, and it has proven popular among customers for a good reason. 

For the third year running, the credit card giant has taken home an award for Customer Satisfaction - Credit Cards. As part of this category, survey participants were asked to rate their overall satisfaction with their credit card, and it looks like Amex has ticked all of their boxes, whether that’s low fees or attractive rewards. 

This isn’t the only award that Amex’s credit cards have collected for their trophy cabinet. Amex was also crowned Credit Card Provider of the Year in our Mozo Experts Choice Awards four years in a row, most recently in 2020! 

Bendigo Bank 

Awards: Customer Satisfaction - Bank Accounts, Customer Satisfaction - Credit Cards, Outstanding Customer Satisfaction and Excellent Customer Service

Already a multi-award winner, Bendigo Bank has repeated its success from 2020 by taking out four Mozo People’s Choice Awards this year. 

In fact, Bendigo Bank is the only provider in 2021 to pick up an award for every Customer Satisfaction banking category, with survey respondents highly rating both Bendigo’s credit cards and bank accounts.

BankSA

Awards: Outstanding Customer Satisfaction and Excellent Customer Service 

South Australians may be happy to hear their local bank also ranked excellently on the customer service and satisfaction front, with BankSA taking home two People’s Choice Awards this year. 

The customers have spoken and they say the assistance that BankSA provides over the phone, via email, online or face-to-face is top-notch. 

BankSA’s feats don’t stop there, with the Westpac-backed bank also recently claiming bragging rights to two 2020 Mozo Experts Choice Awards for its credit cards.

CUA

Awards: Excellent Customer Service and Highly Trusted 

Following on from its major achievement of being named Australia’s Best Large Credit Union in the 2020 Mozo Experts Choice Awards, CUA has once again proven it puts members first with a double People’s Choice win this year. 

Notably, CUA was one of just three providers to win an award for the Highly Trusted category in which customers were asked to rate the ‘trustworthiness of banks to treat you fairly and follow through on promises’.

Zip 

Award for Buy Now Pay Later: Outstanding Customer Satisfaction and Range of Retailers 

It’s no secret competition in the Buy Now Pay Later (BNPL) space has heated up over the past year, but as our 2021 Mozo People’s Choice Awards revealed, Zip has stayed ahead of the curve by offering some of the best user experiences out there.  

Zip beat its rivals for two out of the four BNPL categories, being the sole provider to take out awards for Outstanding Satisfaction and Range of Retailers. These award wins mean that survey respondents not only highly rated their overall satisfaction with Zip, but they also thought it offers the widest range of retailers for their needs. 

CommSec 

Awards for Online Share Trading: Research Tools and Easy to Use 

If you’re thinking of hopping onto the share trading bandwagon, then you may want to turn your attention to this Commonwealth Bank brainchild. On top of its double win in the recent 2021 Mozo Experts Choice Share Trading Awards, CommSec has continued its winning streak by scoring another two People’s Choice Awards.

CommSec is the only online share trading platform to pick up Mozo awards for Research Tools and Easy to Use. For the first category, customers rated CommSec as providing the best selection of research tools and data to help them make informed decisions on their trades. And for the second category, they said CommSec offers leading user experience in terms of making trades and finding their way around the account. 

Wise

Awards for International Money Transfers: Outstanding Customer Satisfaction, Value for Money, Transfer Experience, Transfer Speed and Most Recommended 

There’s one international money transfer (IMT) provider that absolutely dominated in this year’s Mozo People’s Choice Awards: Wise. 

The fintech won in five of the seven IMT categories. Here’s a quick breakdown of what each award win means: 

  • Outstanding Customer Satisfaction: Customers thought Wise went above and beyond to meet their expectations. 
  • Value for Money: They rated Wise as giving them the best bang for their buck when sending money overseas. 
  • Transfer Experience: Customers believed Wise provided top-notch user experience when it comes to making a transfer and navigating their account.
  • Transfer Speed: They thought transfers took place very quickly, confirming Wise’s claim that 90% of its transactions are processed within one business day while some of its transfers to Asian countries (Thailand, Pakistan, Sri Lanka and Japan) happen almost instantly.
  • Most Recommended: Customers said they were likely to recommend Wise to their family and friends. 

For a full list of winners in banking and other financial services that impressed customers this year, be sure to head on over to our 2021 Mozo People’s Choice Financial Services Awards page where you’ll also find a copy of the methodology report.