ING rated #1 for home loan customer satisfaction

Australians have rated ING as the nation’s leading bank for home loan customer satisfaction, according to the latest research from Roy Morgan¹.

ING topped the May 2026 financial data from Roy Morgan’s Single Source Australia report, achieving a customer satisfaction rating of 92.1% in May 2026, up 0.9 percentage points from a year ago (91.2%). The result places ING 5 percentage points ahead of the second-ranked bank (87.1%) and 13.8 percentage points above the average satisfaction rating across Australia’s top 10 banks (78.3%).

With many Australians facing affordability challenges while saving for a deposit, refinancing or purchasing their next home, the research highlights the growing importance of simple products, clear information and support throughout the borrowing process.

ING Australia Head of Retail, Jennifer Davies, said buying a home remains one of the most significant financial decisions many Australians will make.

“Our goal is to make home lending as simple and straightforward as possible. Whether it’s competitive pricing, an easy-to-use digital experience or support when it’s needed most, we’re always looking for ways to help customers navigate their home ownership journey with confidence.”

“For many Australians, the path to buying a home can feel increasingly complex. We know customers value clarity, simplicity and support, and we’re focused on delivering an experience that helps people understand their options and make informed decisions.”

The results from Roy Morgan reflect customer satisfaction insights from over 28,000 respondents between December 2025 and May 2026.

The ratings come at a time when ING is seeing sustained growth in the mortgages market. As Australia’s sixth-largest bank by mortgage market share, ING’s mortgage portfolio grew at 1.2x system for the month of May, continuing above-system performance that has seen ING grow 1.8x market on a rolling 12-month basis².

Davies said the result reflects both customer trust and ING’s continued investment in making borrowing easier.

“This recognition belongs to our customers and our teams. Customer feedback helps us continually improve, and we’re committed to making it easier for more Australians to achieve their property goals.”

1. Roy Morgan Single Source Australia, Dec. 2024 – May 2025, n = 33,616, Dec. 2025 – May 2026, n = 28,398. Base: Australians aged 14+. The ten banks reported have a minimum sample size of at least 200 for the periods reported. https://www.roymorgan.com/findings/10278-home-loan-satisfaction-may-2026?shem=rimspwouohe ↩︎
2. Monthly Authorised Deposit-taking Institution Statistics, Australian Prudential Regulation Authority (APRA), 30 June 2026
   https://www.apra.gov.au/news-and-publications/monthly-authorised-deposit-taking-institution-statistics ↩︎