Bank Trust – 10 years and not much to show for

Since we started to track trust in the major banks in 2011, the trust scores for each of the Big 4 has stagnated despite the well-publicised focus on customers.

Bank trust: 2012 vs 2025

The latest TrustLogic® report shows that the major banks have made little to no inroads with their customers’ trust. The study was conducted with a representative sample of 985 Australians 18+ in March 2025 by TrustLogic® and mext consulting.

When we look beneath the surface, we see that the banks, like CBA, are least trusted to relate well to their customers and to stand for an appealing vision and values.

What CBA is most and least trusted for

Private Health Insurance

Medibank members question the future success of the brand. Medibank Private is the only Private Health Insurance provider whose customers score ‘will develop successfully in the future’ below the 7 out of 10, which is interpreted as not trusting.

Medibank Private: Not trusted to develop well in the future.

While the 2024 Annual Report shows an improvement in customer advocacy, this score is related to the service delivery, not the overall brand Reputation.

The 2025 Financial Services TrustLogic® Report is out now. Capture the insights from the report. Sign up now to get it straight into your inbox and reserve your slot for the in-depth webinar about the results.

Contact us to learn more about our approach and discover how you can build trust effectively with your consumers and increase their brand loyalty.