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Customer research

Customer Satisfaction Research Statement

The following is a Customer Satisfaction Research Statement, by Newcastle Greater Mutual Group Ltd (NGM Group).

To alleviate any concerns, we have advised our outsource research company Kantar to provide survey customers with a link to this statement, confirming the legitimacy of the survey/interview.

Each month Kantar conducts a series of research surveys and interviews with randomly selected Newcastle Permanent customers. This feedback is sought from customers to help us better understand our customers’ needs and improve our services.

Kantar uses a Sydney-based Call Centre to conduct these phone surveys.

Research conducted by Kantar will never ask for any personally identifiable information. The survey questions are designed to get a better understanding of how satisfied our customers are with our products and where we can make some improvements.

Researchers will identify themselves as Kantar representatives and may call from the following phone numbers:

  • 02 9184 3890
  • 02 9184 3892

Customers can be contacted between 4:00pm - 8:30pm Monday to Friday and 10:00am - 4:00pm Saturday, and the interview takes approximately 15 - 20 minutes.

If you have any further concerns or questions please call our Customer Contact Centre.

Security advice

Your bank will never contact you unexpectedly and request the following:

• Share your password, PIN, customer number, or one-time password
• Transfer money, withdraw, or deposit cash to a third party
• Click a link to grant access to your computer
• Send a courier or staff to pick up money, cards, or details from you.

Never respond if you're contacted unexpectedly and asked for any of the above. Rather call your bank directly or visit your local branch to confirm if it's a legitimate request.