Inside Australia’s top-performing business banks: what customers value most in 2026
Inside Australia’s top-performing business banks: what customers value most in 2026
Business banking in Australia entered 2026 with renewed confidence but also heightened expectations. At the same time, they are re-evaluating what they need from their financial partners and raising the bar in the process. With branch networks rationalised and time-poor business owners increasingly relying on digital channels, the way businesses interact with banks is changing, raising expectations around quality, depth and usability of digital experiences.
RFI Global’s Australian Banking & Finance Awards recognise the institutions setting the benchmark in this evolving landscape. Based entirely on the voice of the customer and drawing on insights from over 18,000 business banking relationships through our Atlas research programme and thousands of real digital interactions captured via our iSky Radar platform, the awards provide a comprehensive view of what drives performance across the market.
This article explores what is underpinning success in Australian business banking today, from the drivers of advocacy and relationship strength to the role of digital experience, highlighting what leading institutions are doing differently, and what will matter most in 2026.
A stronger year for business banking, but rising expectations
Business confidence has rebounded, climbing from 88.6 to 101.9 in our Business Sentiment Index during 2025, signalling a return to more positive operating conditions for Australian businesses. This uplift is reflected in stronger advocacy, with Net Promoter Scores rising across all major banks.
However, this recovery is also raising expectations. As conditions stabilise, businesses are placing greater emphasis on the quality of their banking relationships, demanding more proactive support, faster service and seamless digital experiences. Although we’ve seen improvements in relationship metrics – there is still room for improvement: by late 2025, 54% of businesses said they receive all the support they need (up from 49% a year earlier), 49% felt valued (up from 40%) and 44% felt their bank takes the time to understand them (up from 39%).
Our 2026 award winners illustrate how banks need to not only meet but exceed expectations in this new environment.
Consistency defines the leaders
A clear theme across this year’s awards is that best practice is driven by consistent delivery across the full customer experience. This is reflected in improvements across key relationship metrics, including businesses feeling more supported, valued and understood by their bank.
Among major banks, Commonwealth Bank (CBA) stands out, recognised across five key categories, including Most Recommended Major Business Bank and Best Business Customer Service (major bank). This breadth of recognition reflects its ability to deliver across both relationship and digital touchpoints, an increasingly important combination as customer expectations evolve. This is underpinned by the highest Net Promoter Score among major banks, reflecting consistently strong performance throughout the year.
Banks beyond the majors are also making an impact. Bendigo Bank stands out, retaining its position as the Most Recommended Business Bank, and recognition for Most Recommended Digital Business Bank amongst non-majors. As a result, it finished the year with one of the strongest advocacy outcomes among non-majors (+13.4 NPS). Its success highlights how smaller institutions can compete holistically by focusing on service quality and aligning closely with customer needs.
Specialist providers also play a critical role. Rabobank’s recognition as Most Recommended Agribusiness Bank reinforces the importance of deep sector expertise, while NAB and Square’s awards in merchant services reflect the growing importance of supporting businesses beyond traditional banking products.
The common thread is clear: the top-performing institutions are not leading in just one area – they are delivering consistently across multiple dimensions of the customer experience.
Digital excellence is now foundational
Business customers are increasingly digitally engaged and discerning, expecting institutions to deliver intuitive, consistent, and personalised experiences. Expectations are clear. Business customers want:
- Fast, frictionless task completion
- Seamless navigation across channels
- Tools that support day-to-day financial management
CBA’s award for Best Major Digital Business Bank and Bendigo Bank’s leadership among non-majors demonstrate the value of intuitive, reliable digital services.
At the channel level, Westpac, which won Best Business Website VoC, offers a full suite of online tools, from account management and reconciliation to cash flow tracking and tailored offers, backed by a strong security guarantee.
Revolut, awarded Best Business iPhone App, provides multi-currency accounts, virtual and physical cards, low-cost international transfers, and advanced security features, making it especially appealing for global business transactions.
As competition intensifies, banks that thrive in 2026 will be those that translate digital capability into intuitive, low-friction experiences that give customers real-time control and reduce reliance on branches and contact centres. This is particularly important as branch closures continue to be cited as a negative in customer verbatim feedback.
Relationship management remains a critical differentiator
Despite the rise of digital channels, relationship-led factors remain central to business banking. While perceptions of feeling supported, valued and understood have all improved year-on-year, rising expectations are raising the bar for what defines a leading banking relationship.
Our data highlights a clear gap between expectation and delivery. Only 18% of business customers report that their bank is the primary initiator of contact, and just half of SMEs are highly satisfied with the level of proactive advice they receive.
While banks are improving service levels, many are still operating reactively at a time when businesses are seeking more forward-looking support. CBA’s recognition for Best Business Relationship Managers (major bank) highlights the impact of strong relationship delivery.
What separates the business banking leaders in 2026
As fintechs and specialist providers continue to compete in this space, banks must expand their value proposition to remain relevant. Today’s business customers increasingly value solutions that integrate into their workflows, helping them manage both finances and operations more efficiently.
Our 2026 business award winners share a consistent set of distinguishing characteristics:
- Consistent delivery across the end-to-end customer experience
- Strong, relationship-led engagement underpinned by customer understanding
- Embedded digital capability enabling seamless interactions
- Broader value propositions, particularly in payments and business operations
- Targeted expertise in key segments
What sets the leaders apart is their ability to combine relevant elements into a cohesive, customer-centric proposition that drives loyalty, advocacy and growth.
Setting the standard for the future of business banking
As business confidence returns, expectations are rising, and with them, the benchmark for excellence is evolving. Success is no longer defined by product strength or scale alone. Leading institutions combine deep customer insight, seamless digital execution and proactive engagement to deliver consistently across every touchpoint. As competition intensifies, this holistic approach will define the next generation of business banking leaders in Australia.
Download the full Australian Banking & Finance Awards 2026 booklet to explore the complete list of winners and discover the strategies driving their success.
Frequently asked questions about business banking in Australia (2026)
Q: What are the key trends shaping business banking in Australia in 2026?
Business banking in Australia is being shaped by rising customer expectations, improving business confidence, and increased reliance on digital channels. As branch networks are rationalised, businesses expect faster, more seamless and intuitive digital experiences, alongside stronger relationship support from their banks.
Q: What drives customer satisfaction and loyalty in business banking?
Customer satisfaction and loyalty are driven by a combination of consistent service delivery, strong relationship management, and high-quality digital experiences. Businesses increasingly value feeling supported, understood and valued, as well as access to frictionless digital tools that help them manage finances efficiently.
Q: Which banks are leading in Australian business banking performance?
Leading banks in Australian business banking include Commonwealth Bank, which achieved the highest Net Promoter Score among major banks and won multiple awards at RFI Global’s Australian Banking & Finance Awards, and Bendigo Bank, which is the most recommended non-major business bank with strong advocacy scores. Specialist providers such as Rabobank and payments-focused players like NAB and Square also stand out in key segments.
Q: Why is digital experience critical in business banking today?
Digital experience is critical because business customers are increasingly time-poor and rely on digital channels to manage banking tasks. Banks that deliver fast, low-friction, and feature-rich digital platforms, such as cash flow tools, payments, and account management, are better positioned to meet expectations and build long-term loyalty.
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