Kia ora koutou from our CEO
I was incredibly proud to see TSB receive the highest customer satisfaction of any New Zealand bank in the recent Roy Morgan survey. Achieving a rating of 85.3% – an increase of 5.9% over the previous year – is a real reflection of the customer and community focus we pride ourselves on.
It is also a credit to our team who work hard to put our customers first every day.
Following in this theme, I was also pleased to see a strong emphasis on customer support and good banking culture reflected in the recently-released Bank Conduct and Culture Review, carried out by the Reserve Bank and Financial Market Authority.
As you may have read, the report found that there are no systemic failures in the New Zealand banking system and that locally-owned banks, such as TSB, have good relationships with their customers and communities.
The report also stresses the importance of banks being vigilant about keeping long-term customer outcomes at the core of banking, and putting the right systems and processes in place in order to protect people.
I know our people take enormous pride in doing the best job possible for customers, and our customer satisfaction awards speak for themselves. As part of this commitment, we will be actively working to improve any areas highlighted by the Conduct and Culture review, and to ensure that our customer ethos is embedded across all parts of our business.
We are uniquely different from the larger banks because we are New Zealand owned. I’m proud that we provide an alternative option and comprehensive financial solutions for people across the country. Importantly, our profits remain in New Zealand, supporting local communities.
I would like to take this opportunity to thank you for your support of TSB over the past year, and wish you and your whánau a safe and happy holiday.
Next year is shaping up to be an exciting time for TSB as we continue to evolve to meet our changing world through customer-led innovation, initiatives that keep banking simple and provide banking solutions that meet your needs.
You talked, we listened
We’ve topped the recent Customer Satisfaction survey from Roy Morgan
New results from Roy Morgan show that we achieved the highest customer satisfaction, with 85.3%.
These results are from Roy Morgan’s Single Source (New Zealand) survey which includes interviews with over 6,000 banking and finance consumers per annum.
Norman Morris, Roy Morgan’s Industry Communications Director say’s “There are positive signs of improving satisfaction among New Zealand banks, with seven of the top nine showing higher ratings over the last year and as a result lifting the total banks overall satisfaction by 2.1 points to 79.1%”.
Source: Roy Morgan Single Source (New Zealand) Survey
Helping New Zealanders stay safe at the beach
We’re proud to be entering our third year of a national sponsorship with Surf Life Saving New Zealand (SLSNZ). With our support, clubs around the country have received financial grants that supports the great work they do.
During the 2017-18 season alone, our support enabled volunteer lifeguards to achieve these amazing results:
- 230,104 patrol hours
- 332 searches
- 1,062 rescues (equal to lives saved)
- 2,375 assists to safety
- 2,910 first aid treatments
- 121,425 preventative actions
And the best bit of all, there were zero drownings between the flags!
Shop smart online these holidays
The holiday shopping season is well underway and many of us pull out our credit card to shop online. Cameron Faulds, TSB’s Head of Operational Risk say’s “It’s easy to shop from the comfort of your own home without tackling the Christmas crowds, but you need to make sure you’re smart when shopping online”.
If you’re concerned your credit card details have been compromised, give us a call immediately so we can assist.
Here’s a couple of tips to keep in mind from Netsafe:
Get the basics right
Only use trusted WiFi connections, especially when creating or logging into online accounts, and when making payments. Be careful using public WiFi and WiFi connections that aren’t secure – someone could be able to spy on what you’re doing.
Look for a padlock symbol in the browser window when you browse, log in, register and check out. Only enter your credit/debit card details on a webpage that begins with ‘https://’. The ‘s’ stands for secure and means your payment information is encrypted.
Are your finances in shape for 2019?
We understand that every New Zealander has their own personal and financial goals, and views on what’s important to them. If it’s your new year’s resolution to get your finances in shape for 2019, we can help.
Why not start with reviewing your KiwiSaver? GlidePath is a service offered by FisherFunds that automatically allocates and adjusts your savings into the right type of fund for your age and investment timeframe. Plus, there’s no additional fees to sign-up!
If you’d like to learn more about GlidePath, or chat about other ways we can help you achieve your financial new year’s resolutions, give us a call or pop into your local branch.
In your community
At TSB, we love supporting the community. As a 100% New Zealand-owned bank, we sponsor events and activities that benefit the communities we’re part of. Below are just a few examples, but you can read more here.
Lighting up your summer
With the support from TSB, Pukekura Park is once again being brought to life this summer with the TSB Festival of Lights from Sunday 16 December 2018 to Sunday 3 February 2019.
The festival features beautiful light installations, free live concerts, and lots of events throughout the day and night to keep everyone entertained.
Check out what’s on and where, at festivaloflights.nz.
Ready - Set - WOMAD
The World Of Music, Arts and Dance (WOMAD) is coming to you, right here in New Plymouth on 15-17 March 2019. Once again, we’re proud to be a major sponsor of this international festival.
You’ll enjoy a diverse range of artists, interactive workshops, Kidzone for festival go-ers under 12 yrs - plus much more.
To purchase tickets and for more information, check out womad.co.nz.
Supporting the Christchurch rebuild
We’re excited to be part of the Christchurch rebuild as founding partners of Tūranga, Christchurch’s new central library. This community building offers virtual reality experiences, New Zealand’s largest digital touch-screen, 3D printers and more than 180,000 books - the learning possibilities are endless!
Lianne Dalziel, Mayor of Christchurch officially opened Tūranga in October and commented “the opening was an incredible milestone”. A library spokeswoman said more than 2,500 people visited within the first 90 minutes.
Our partnership with Tūranga is a chance to give back to the people of Christchurch, and as a community owned bank there is no greater satisfaction than bringing people together.