Customer-Owned MOVE Bank, Members Show Strong Support in 2025 Survey
Announcement posted by MOVE Bank 09 Jul 2025
Brisbane, QLD - MOVE Bank has once again demonstrated the strength of its customer-owned model, achieving an outstanding Net Promoter Score (NPS) of +51.7 in its 2025 Member Survey, up 3.5 points from the previous year.
Members also gave MOVE Bank an average satisfaction rating of 4.52 out of 5 stars, reflecting continued trust and confidence in the bank's products and service.
According to Roy Morgan's March 2025 NPS benchmarks, the average score for the big four banks is -17.0, while mutual banks like MOVE Bank average a far stronger +15.7.* These results reinforce the value of banking with a member-focused, customer-owned institution.
Younger Members Leading the Way
This year's survey saw MOVE's 18 to 30-year-old segment report the highest satisfaction and NPS ratings; a significant shift from previous years. The results highlight the growing appeal of MOVE Bank's digital offerings and genuine service model to a new generation of members.
"Delivering consistent value and genuine service is central to everything we do," said Matt Farnham, Marketing and Communications Manager at MOVE Bank. "Seeing this recognised across all age groups, especially among younger members is a clear sign that we're on the right path."
What Members Value Most
The survey confirmed that members continue to value:
- Personalised and responsive customer service
- Competitive interest rates
- A seamless, reliable banking experience
Nearly 47% of satisfied members specifically mentioned customer service as the reason for giving MOVE a 4 or 5-star rating.
Members also indicated they would like MOVE Bank to continue rewarding loyalty, expand its product range, and further enhance its digital capabilities, providing clear direction for future initiatives.
Rewarding Loyalty Through "MOVE and Win"
In direct response to the survey feedback, MOVE Bank launched the MOVE and Win campaign; a three-month initiative designed to thank existing members for choosing to bank with MOVE. The campaign rewarded members with entries into prize draws when they utilised their everyday transaction account, by depositing at least $1500 a month. "We wanted to reward members for choosing to bank with us" said Farnham.
Looking Ahead
MOVE Bank will continue to focus on:
- Supporting members to have a financially stable future
- Promoting its real people, real banking service as a key point of difference
- Expanding member value through targeted campaigns and partnerships with our member community
"MOVE Bank exists to serve our members, not shareholders," said Mike Currie, CEO of MOVE Bank. "This year's survey confirms that our commitment to service, value, and trust continues to make a meaningful difference."
* Roy Morgan Consumer Advocacy and Net Promoter Score (NPS) in the Banking Sector March 2025
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About MOVE Bank
MOVE Bank is a customer-owned bank that has been serving the financial needs of transport and logistics workers since 1968. Based in Brisbane, MOVE is dedicated to providing exceptional service, competitive products, and genuine value to its members β not shareholders. As a mutual bank, MOVE reinvests profits into better rates, fairer fees, and smarter digital experiences, making it a trusted alternative to the big four. With a strong member focus and award-winning service, MOVE Bank is proudly helping Australians take control of their money.
Media Contact:
Matt Farnham
Marketing, Communications and Partnerships Manager, MOVE Bank
marketing@movebank.com.au
0421 499 372
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