Client Spotlight: Why Commbank Continues to Earn Our Respect and Admiration
Since launching Accessible Technology Solutions, I’ve had the immense pleasure of collaborating with a diverse range of clients, from individuals with disabilities to major ASX-listed firms. Yet, one company consistently stands out, continually winning both my respect and admiration: The Commonwealth Bank Group.
To understand why this firm is so exceptional, allow me to take you on a brief journey back in time.
A Personal History with Commbank: 27 Years and Counting
My family’s story with Australia began when we arrived from Nairobi, and before that, Somalia. My mother, upon settling into our new home, opened her very first bank account with the Commonwealth Bank. Fast forward 27 years, and she remains a loyal Commbank customer. Mum often speaks of the wonderful customer service she consistently receives – a sentiment I wholeheartedly echo.
In an era where rival banks, such as ANZ, have ceased offering cash over the counter – thereby forcing older clients or those who prefer not to use ATMs to find inconvenient workarounds – Commbank’s unwavering commitment to providing all options to all clients is just one of many reasons why I recently moved most of my pay and other regular expenses to my Smart Access account.
Accessible by Design: Commbank’s Unwavering Commitment to Digital Inclusion
Beyond traditional banking services, Commbank’s commitment to accessibility truly shines through its digital platforms. The Commbank app, accessible by design, is nothing short of amazing. Going back 14 years to when I was 18, the app’s accessibility has never wavered once. This enduring dedication is another excellent example of how Commbank fosters genuine community connection.
Maintaining an accessible app for such a long time, year after year, especially given that People with Disabilities (PWDs) make up a significant but often overlooked part of the wider community, is a commitment you don’t often see. Approximately 1 in 5 Australians, or about 4.4 million people, have a disability, according to the Australian Institute of Health and Welfare. This group represents a vital segment of the population whose needs Commbank clearly prioritizes.
Accessible Technology Solutions is incredibly proud to have banked with the Commbank Group for the last 14 years. This post underscores what true excellence means, and how getting it right the first time – by understanding both usability and accessibility – can and does make a profound difference to your customer base. This is particularly true for:
- People with Disabilities (PWDs), especially those who process information using assistive technology.
- Our valued Senior clients.
- Those from multi-cultural backgrounds.
- And our amazing First Nations brothers and sisters, the original rightful owners of this wonderful country we call home.
A Tale of Two Banks: Commbank’s User-Centric Approach vs. ANZ’s Missteps
The Commbank Group truly understands that good customer service, going above and beyond with the Commbank app for over a decade, and working collaboratively with all stakeholders, means the firm says what they say, and they do what they do.
The story could not be more different at ANZ. Instead of facing Commbank head-on in delivering superior service, ANZ has chosen to push ANZ+, underinvest in its primary app, and now stop offering cash to their customers. All of these decisions only make Commbank more appealing.
For example, the ANZ app is often static. If you are paid by a client, unless it’s a business account, you are typically not notified. The Commbank app, on the other hand, has always provided real-time notifications, making it incredibly easy to stay on top of your money. Crucially, all of this is 100% accessible. ANZ should truly take note.
Sadly, if it’s a hot day, the ANZ app has a nasty habit of crashing. Its messaging features are convoluted at worst, and horrible at best, seemingly depending on the day. Accessible Technology Solutions’s take is simple: developers should engage directly with PWDs, take on feedback from all aspects of their target market, and never prioritize short-term financial gains over ensuring their app or service is both accessible and usable. These are notions that Commbank gets 100%.
Looking Ahead: A Partnership for a Better Future
Both my family and I eagerly look forward to banking with the Commonwealth Bank Group for the next 14 years and beyond. Because when we live in a world where PWDs can work alongside firms to change things for the better, we all win, regardless of ability.
Thank you, Commbank, for setting such a high standard. A special mention goes out to the wonderful Carlton Team for their exceptional service.