It’s very rare I actually go into a bank to conduct any transactions, as most of my banking is done over the internet, via a phone app, or via my cards. So I was most surprised after visiting a branch to make a cash deposit into my savings account,the other week, when I received an email from Roy Morgan Research a few days later asking me if I’d like to do a survey about my recent experience.
Of course the email goes on to say that the Commonwealth Bank respects my privacy, blah, blah and they’d never give out my account number, blah, blah, but they did manage to let Roy Morgan Research know exactly which day I went to the bank, exactly which branch I was in, and my personal email address which is a part of my Bank contact details. Plus, even though the email is from Roy Morgan Research, it’s been made to look like it’s from the Bank itself. I chose to ignore the email.
Today, however, I’ve received another email from Roy Morgan Research, telling me that I haven’t done the survey yet and giving me another opportunity to hit the button and answer all of their questions. This time I scrolled down and found an Opt Out link.
So, the first email said the following:
How was your recent service experience at CommBank?
Roy Morgan Research cba@roymorgan.com
Tell us about your experienceDear Mr Steele,
At CommBank your opinion matters to us. Listening to the feedback of people, businesses and communities ensures we continuously improve the experience for our customers.
That’s why we’re keen to hear about your recent visit to the ROSNY PARK branch on Thursday 9 May, 2019.
If you did not visit this branch you may have received this email if:
- Someone else recently deposited money into your account at the named branch or,
- There are multiple account holders or authorised parties transacting on your account(s)
If this is the case please disregard this survey invitation.To ensure we uphold the highest standards of privacy, CommBank has partnered with independent company Roy Morgan Research to conduct this survey. Please be assured that we have not provided your financial details to Roy Morgan Research and you do not need to disclose any personal or financial details in this survey. In fact, CommBank will never send an email that asks you to provide your log in or password details.
To start the survey, please click on the link below. If you need a more accessible version of this survey, including for customers using a screen-reader, there is an alternative link further down this email:
The survey should take around 3 minutes to complete.
Start nowThank you for your time and participation. Please note that this survey will expire in 7 days.
Yours sincerely,
The Commbank Team
About the Survey
Your email address was provided to Roy Morgan Research, an independent survey company for market research purposes only.
To view our Privacy Policy, please go to -
Group Privacy Statement - CommBankTo view Roy Morgan’s Privacy Policy, please go to -
Privacy Policy - Roy Morgan ResearchIf you no longer wish to receive email invitations to take part in CommBank Customer Experience surveys, please Unsubscribe
For any questions, comments regarding this survey please call 1800 062 403 between 8am-8pm AEST Monday to Friday.
If you have any queries or concerns about this email, please visit:
Customer experience survey verification - CommBank
The second email, received today contained the following:
Dear Mr Steele,
We noticed that you have not yet had the opportunity to share your feedback about your recent visit to the ROSNY PARK branch.
At CommBank your opinion matters to us. Listening to the feedback of people, businesses and communities ensures we continuously improve the experience for our customers.
That’s why we’re keen to hear about your recent visit to the branch on Thursday 9 May, 2019.
It then proceeded to ramble on about privacy and such like the first email did.
Personally, While I’m happy they’re not giving out my bank details, I don’t think the bank should have any right to contact any organisation to give them information concerning when I’ve been to the bank, which branch I’ve been in, and what my personal contact details are without asking for my consent first. This is all being done on an opt out basis instead of an opt in one.
Anyways, I’ve hit the bugger off button and hopefully this will now go away. Not happy with the breach of privacy to begin with though.