Banking Scams Anger Consumers

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Online Discussion Relating To The Big Four

According to a study by Nielsen Online, online discussion spiked immediately following specific incidents related to banks, such as the Commonwealth Bank's recent rate rise or Westpac's blunder which saw a New Zealand couple receive a surprise deposit in their bank account.

Nielsen Online's Director of Analytics, Mark Higginson said that banks should keep in touch with their customers by knowing what they are saying online.

"The findings of our study only serve to further emphasise to companies the importance of knowing what consumers are saying online. As more and more brand managers acknowledge this fact, we have certainly seen increases in the number of our clients looking to track, analyse and understand their online sentiment."

53 percent of negative comments associated with Westpac in May 2009 related to a New Zealand couple who received an erroneous deposit of $10 million into their account, whereupon they withdrew the money and went into hiding.