Hunter-based Newcastle Permanent has been ranked as one of Australia’s best banks in the Forbes World’s Best Banks for 2020.

Forbes partnered with market-research firm Statista to rank the best banks in 23 different countries, surveying more than 40,000 customers around the world for their opinions on their current and former banking relationships.

Newcastle Permanent ranked as the third best bank in Australia.

Banks were rated on general satisfaction and key attributes including trust, fees, digital services, and financial advice.

Newcastle Permanent CEO, Bernadette Inglis, said this was a rewarding achievement for their organisation and the region.

“This is quite a remarkable award for both Newcastle Permanent and for the Hunter region,” she said.

“Our own customer satisfaction surveys regularly indicate our customers are highly satisfied with our service, in fact, our customers gave us a service satisfaction score of 99 per cent in May.

“However to be recognised through this international award program and alongside other mutual banks is quite an achievement for the customer-owned banking sector.”

This award follows Newcastle Permanent’s ongoing commitment to support its customers during the COVID-19 pandemic.

In March, at the start of the pandemic in Australia, Newcastle Permanent was among the first banks to announce broader community support and hardship relief packages for eligible customers.

“It was a time where we adapted our business operations to support our customers through the uncertain time by increasing capacity in our customer support teams,” she said.

“We’ve continued to adapt and just last month we introduced digital verification of identity (VOI) as a non-face-to-face option for new customers who wanted to open a new account or apply for a new home loan.”

The introduction of a digital verification of identify means customers can complete a home loan application without the need to be face-to-face with one of Newcastle Permanent’s lenders or your broker

“In this COVID-19 environment, this has removed the need for customers to leave their homes if they’d prefer not to. Feedback about this new service has been overwhelmingly positive.”

Bernadette said this recognition comes at a time when Newcastle Permanent have been working harder than ever for their clients and reflects the dedication the bank have to their community.

“To be named amongst Forbes World’s Best Banks 2020 is evidence that whatever difficult periods such as the recent pandemic bring, we will remain true to our purpose.”

“Newcastle Permanent will be here for you and here for good, as we always have, for over 117 years,” Bernadette concluded.

IMAGE | Newcastle Permanent head office.