A welcome to our 7 millionth customer

21st September 2012

A welcome to our 7 millionth customer

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By Drew Unsworth

I would just like to welcome our 7 millionth registered customer. I realise you have only just joined us on the journey so thought I should call out some of the changes we have made to make NetBank even simpler.

1) We’ve made credit cards easier to understand, by adding contextual information around next due date, pending transactions and the popular money in and money out icon.

2) We’ve simplified savings and transactions accounts by making it easier to find your interest rate and discover any scheduled payments from your account.

3) I love the remember client ID feature! I log on to NetBank from my home, phone and tablet and it just speeds up the process. Hard to believe we had to convince all our security specialists to get this one over the line and now I notice that nearly everyone has added this feature.

4) Simplifying statements and replacing DR and CR with + and – (and colour coding for extra simplicity). When I joined the Turramurra branch 30 years ago it took me weeks to figure out that DR was money out and CR was money in.

5) I am always amazed at where customers log on to NetBank from (such as oilrigs off Scotland or the middle of Mongolia). To help these customers we now send NetCode SMS to most countries that have mobile reception.

6) Over twenty thousand of our customers are using NetBank to achieve their dreams by creating and tracking their goals. This is going to be a separate blog later but all I can say is we have a lot of customers who are either getting married or going on holidays.

7) These days I regularly forget passwords so I respect a site that has a safe and efficient way to find your username/client number and reset a password. The work we have done in NetBank is first class but still really safe. I had my team pull the data recently and this is being used over 50,000 times each month.

8) We’ve merged the + and – into one column which is going to create some space for some other great features later in the year. Stay tuned for more on this one.

9) We’ve simplified the top level navigation to make it easier to find those everyday things you want to do. Even I got confused on where to find stuff; I regard this as a work in progress.

10) My favourite is the footer at the bottom of the page so I can see the latest FX rates. I am buying a lot of audio books at the moment (just finished the Steve Jobs book and it is a must read), so it’s great to see what the latest rates are.

We are now getting to the pointy end of the year and have got some pretty exciting things coming up with CommBank Kaching and NetBank. While I spend a lot of time speaking to real customers I really want to hear what you would like so join in the conversation and leave a message on IdeaBank.

Patrick Yau

I would prefer to see a separate CR & DR column in the view transaction screen, please make this in the next release, thank you.
- Anonymous
  
  You are so right Patrick, I prefer CR and DR and I demand 2 columns too. If more space is needed to bring in other wonderful things then move something else. We are doing our banking not playing on face book. 2 colums is a basic part of money transactions. One column slows the banking process and I hate it.
Anonymous

Please show credit card interest rates on the top of the front page of statements in large bold text instead of concealing them to the end of the statement.
Anonymous

Please show interest rate for credit cards prominently on the top of front page of statements in headline type text instead of concealing them on the bottom of a back page in small text.
Anonymous

So I am assuming I wasn’t really the 7 Millionth customer, how exciting that would be. I enjoy online banking and current out all my banking needs via netbank. I approve of the changes and enjoy using them. I am yet to use them to their full amount and haven’t used kaching yet. Will be soon.

A feature worth adding would be an end of tax year printout of where we spend our money. A tick box so we can select who to add to the list so not to printout a list of unnecessary debits/credits +/-.

This can be refined to total up selected +/- individually as the year is going on. If we could allocate an sub headings to allocate monies out going and incoming to them……. guess what I am asking for is an actual udget plan data base that enables you to see at a glance where you are spending your money and what are taxable items.

I know you can do this, it is just a matter of time…..

Cheers
enjoy the challenges in life
Sue Martin
- http://www.facebook.com/drew.unsworth.3 Drew Unsworth
  
  Hi Sue,
  
  Great idea, we will try and have this available by your next tax return..more of that in a later blog
  
  Drew
- http://profile.yahoo.com/62ISRGBNA4PMX6ORXUBU7XFL7U mohammad
  
  Nope…I was told aswell that i am the 7 Millionth customer LOL
Hubert Ott

Love the current focus on current technologies. Keep up the good work!
Anonymous

The credits and debits columns clearly need simplifying as they are far too confusing in the Smart Access & Credit Card Accounts.
Why are there so many online closures for Bank Up Dates?
Anonymous

I used Net Bank when it first started back in the mid nineties or there about,I found it awesome then..And was of course totally confused with the first upgrade was a pretty big one! And I was not happy at all..haha.. But after that upgrade, its been great watching Net Bank evolve ever since, and looking forward to seeing more.. I believe CBA Net Bank is way ahead of other major banks.. Well done!
http://www.facebook.com/alan.tweedale Alan Tweedale

The most glaring feature which is still missing are the credit cycle dates – several months in advance. Planning is a key in any financial management and this lack restricts the ability to plan.
I can ring up and get the information (which I do) so don’t see why it’s an issue.
I am often told that dates “might change”, with over 5 years of monitoring, Ive never seen it!
Anonymous

Extra features better be amazing as Clause 8 is a pain in the arse and slows down visual scanning.
Anonymous

if it took you weeks to figure out what DR and CR meant heaven help us all – the new netbank is a mess – far too much clutter on the screen – there needs to be separate column for ins and outs
Anonymous

please go back to a separate column for debits and credits – the whole new netbank is too cluttered – should apply the KISS principal
Anonymous

Weeks to figure out what DR and CR was all about? Are you kidding me? Hang your head in shame to both the individual and the organisation. And you want us to trust you guys with our money?

Now that I’ve scrapped my jaw off the pavement, could you please return to seperate DR and CR columns, for those of us a little more atuned to banking basics.
Anonymous

I use a desktop computer because I am at work and doing work related banking, The new single column slows me down. If i was looking for one or two transactions each day its fine, but I need to see 20 to 30 and I always get to the end and dont balance because i have missed something. because its all one column I have to go over each transaction instead of just CR or DR. I think it is a step backwards and I really hate it, I want my bank to make my job easier not harder. Make up your mind Comm bank, are you a business bank or a bank for young twenty somethings that need to bank on the bus. If it’s not a business bank then let me know so I can change to a bank that cares about business users.
Ian Griffith

MY SON COULD NOT LOG IN TO NETBANK. HE SPENT A WEEK AND MANY PHONE CALLS. HE HAD TO GET A PIN AND PHONE BANK PASSWORK TO LOG IN RETRIEVE THE NUMBER AND IT DIDN’T WORK. IT TOOK A LONG TIME TO GET HIM ONLINE. HE JUST GOT HIS FIRST CARD.
http://www.facebook.com/beverley.dunn.75 Beverley Dunn

Sorry I do not like the debits and credits merged into one column. I find this much more complicated to look at the old was was much easier to understand at a glance, separate colums is better, in one side out on the other. When deposits are made it is harder to find them.

The other changes are fine.

Please go back to the debit and credit column it is better.

Bev
http://www.facebook.com/mehmet.fatih.75491856 Mehmet Fatih

What I would like to get from you.Your credit card has to be montly installment.For example if I buy something 200 dollars, I could pay in 5 months without extra charges 40×5 months.
Everybody can buy anything all the time and your card will be very useful.If you need any extra info about it I can gladdly attend your meeting and explain my experinces.
Your card will be more useful.There is no such a kind of credit card in Australia….
http://www.facebook.com/adrian.philpott.1 Adrian Philpott

Hate the + and minus in one column…makes it difficult to read and for customers to process. A real backward step. Same with dollars and cents in different font sizes. Crazy idea. No advntage at all. Just creates confusion.
Finally if your manager Drew Unsworth tooks weeks to understand the difference between CR and DR entries, as he’s admitted, then customers are right to worry that online banking is in the hands of such a person. It does not inspire any confidence at all.
A. Philpott
- Anonymous
  
  We’re sorry to hear that you’re not a fan of the changes, Adrian. The single column was created to be consistent with our tablet, Chrome and mobile NetBank versions and we created specific search options to make it even easier for our customers to find debit and credit transactions. We apologise that the changes are not to your liking and will pass your feedback on. Thanks.
  - http://www.facebook.com/profile.php?id=1644146525 Tony Lorimer
    
    OK so you made changes to be consistent with tablet and mobile devices. So why not check what device I am connecting from and allow me to choose how to display transactions in the account view. This could be setup under Profile and Preferences, for example have a default of say DR/CR and if I have connected from a mobile device then display the +-, red/green
Anonymous

I have a fortnightly payment scheduled. Basically this means I *always* have a “future transaction” displayed which means I tend to ignore it – which defeats the purpose!

Can we have an option in the scheduled payment setup to skip display in the “future transaction” section? Alternatively, can the “future transaction” display be set to only shows transactions due in the next 3 or so days. (Perhaps the number of days could be optional? And 0 days means don’t display at all.)

Thanks!
- Anonymous
  
  Hi there, thanks for the feedback. We’ll pass it on to our NetBank team.
Anonymous

way too cluttered – needs to be a separate column for DR & CR
Anonymous

Hey Comm bank, where did the ” have you say” link on the page gone. I dont see how you are going to get honest feedback if you hide the links.
- Anonymous
  
  Hi there, we take all feedback on board through all our various social media channels. If you’d like certain ideas implemented by CommBank, we also encourage you to check out http://ideas.commbank.com.au/. Thanks.
Anonymous

Dear Drew

Improvement no 4

Simplifying statements and replacing DR and CR with + and – ….. ”

You liviing in lala land if you this is an improvement.

Stop thinkng you know everything and BRING BACK the Dr and Cr NOW !!!!!!!!!!!!!!!!!

John Totikidis
Shamal Weerakoon

Please make a budget planner with account integration. That will be so awesome..!!
Anonymous

I concur with susiequtness, an end of year summary on selected debtors, ie, telstra, water, electricity, rates etc is a great idea. Just being able to right click on a debtor to open a window to select year to date total or end of year summary wouldn’t be that hard to do would it?.
- Anonymous
  
  Hi there, thanks for commenting. You can submit any ideas you’d like implemented by CommBank in our IdeaBank. To do so, please head here: http://ideas.commbank.com.au/
Steve ..

Points 4 & 8 should be undone or user selectable. I’m smart enough to know the difference between CR & DR and would prefer them in separate columns.
- Anonymous
  
  Thanks for the feedback, Steve. We’ll make sure it’s passed on to the NetBank team.
Bill Barnes

The new transaction view is ugly. I don’t like the bolding of the dollar figures at all. The green plus/red minus signs are too small, I much preferred the previous design of having credits in green and debits in black, it was so much easier to distinguish items at a glance.
- Anonymous
  
  Hi Bill, thank you for your feedback. The changes to NetBank were made in order to unify customer experiences across multiple platforms. The single column is consistent with our tablet, Chrome and mobile NetBank versions and we created specific search options to make it even easier for our customers to find debit and credit transactions. Thanks.
  - Andante_Giocoso
    
    Well, it’s a really bad idea. I, personally, can handle having a cutdown version on my mobile phone, but object most strongly to being forced to use a cutdown version on the desktop. How about giving customers a choice? Or don’t you want to know how many people hate the new layout?
http://www.facebook.com/wayne.varkevisser Wayne Varkevisser

Yes great when will we be able to e-mail the clients we make payments to off the system so they can receive notification of payment in email as proof of payment. I also dont like the single DR CR line wished they would have stayed seperate.
- Anonymous
  
  Hi Wayne, thanks for getting in touch. We’ve taken your feedback on board and appreciate the input.
http://www.facebook.com/profile.php?id=580151946 Ian Smith

hmmm. I wonder why my numerous comments and suggestions are not appearing. Censorship?
- Anonymous
  
  Hi Ian, thanks for your comment. We have to approve comments before they appear on our blog, so we apologise if you are not seeing any particular comments. Rest assured we do not censor discussion and we only remove comments if they violate our terms of use. Thanks.
Omar Mallah

hi i got all of my accounts with commbank
even my credit card and i’m relay happy with they service
every think working for me perfectly and i don’t have any problem with that
with commbank i feel my salfe secure and protected
all the best commbank
- Anonymous
  
  Thanks for the great feedback, Omar.
http://www.facebook.com/corey.masters.33 Corey Masters

Please bring back the Savings Goal Tracker, i was so upset when you canned it! It was the best app of all! I loved being able to put a set amount of $$ to a date in the future and it would tell me whether i was ahead or behind on my savings and how much i needed to save to get back on track. Great for people on shift work, where they cannot save the same each week.

THUMBS UP TO GET IT BACK!

thanks!
Anonymous

Thanks for the feedback, Beverley. We’ll be sure to pass it on to the NetBank team.
Anonymous

Hi there, we’re sorry to hear that the new NetBank is not to your liking. Although we’ve had a lot of good feedback around the changes, we understand that they will not please everyone. We apologise for any inconvenience the changes have caused you and will ensure your feedback is passed on to our NetBank team.
- Andante_Giocoso
  
  I have yet to see any positive feedback anywhere online for this idiotic single column rubbish. On the other hand, I’ve read hundreds of comments bagging it. It’s wrong. Admit it now, and change it back to something usable. I’m actually considering changing banks because of this. I am a regular user of NetBank, and as such, I need it to be usable. In its current format, it’s not.
Anonymous

Hi Candinne, thanks for the great feedback, it’s very much appreciated. It’s fantastic to hear that you’ve been a loyal NetBank user for so long.
Anonymous

Hi Sebeto, thank you for your detailed feedback. We love hearing the opinions of our customers around Kaching, and think you should submit your idea in our IdeaBank: http://ideas.commbank.com.au/. If your idea get used by us you’ll even get a $1,000 reward. Thanks.
CommonwealthBank

Hi Adante, thank you for your comment. We appreciate this feedback and will be sure to pass it on to our NetBank team. Thanks.

About the author

Drew Unsworth

General Manager Online Banking

Drew is the General Manager, Online Banking and his role is to make sure every customer can have a safe banking experience on the device of their choice whether that is a PC, phone or tablet. He’s really interested in finding out what customers want and making sure they get it; whether that’s around design, features, security or just making everyday banking easier to do. Having joined the bank over 30 years ago, he has a comprehensive understanding on how banking works and has played an integral role in shaping the modern Australian banking system in Australia's leading bank. He’s been working in online since the days before the internet and is a passionate early adopter.

A welcome to our 7 millionth customer | Blog.CommBank

21st September 2012