May 08, 2026

Up Named 2025 Neobank of the Year in Roy Morgan Customer Satisfaction Awards

Australian digital bank, Up, outperforms competitors with a 91.9% satisfaction rating, reflecting a continued focus on simple, smart, enjoyable banking experiences.

Key Takeaways

• Up has been crowned the 2025 Neobank of the Year by Roy Morgan for the third time, achieving an industry leading 91.9% customer satisfaction rating.
• The awards evaluate customer satisfaction via the world’s largest ongoing single-source survey, representing the feedback and preferences of approximately 60,000 Australians over a 12-month period.
• Up’s #1 ranking is fuelled by its customer-centric features, including $0 monthly account fees and a highly competitive interest rate on savings.

Up, Australia’s leading digital bank, has been awarded Neobank of the Year 2025 in Roy Morgan’s Customer Satisfaction Awards, claiming the title a third time.

This latest recognition builds on a growing track record of trust and customer satisfaction for Up, reflecting sustained investment in digital-first features, competitive rates and real-time, human support.

“We are humbled to be recognised as Neobank of the Year by Roy Morgan for the third consecutive year”, said Up’s CEO, Xavier Shay.

“Our focus has always been on making banking simpler, smarter and more enjoyable for all Australians and it’s incredible to see that mission continue to resonate with more than one million Upsiders.”

Roy Morgan’s customer satisfaction ratings are calculated from an annual survey of approximately 65,000 Australians—the world’s largest ongoing single source survey. The award is presented to the organisation that achieves the highest number of months with a number one ranking throughout the previous 12 months against its industry competitors.

Roy Morgan CEO Michele Levine congratulated Up on three straight wins as the Neo Bank of the Year from 2023-2025.

“The outstanding performance by Up in 2025 was built on 11 monthly customer satisfaction victories and an exceptional average customer satisfaction rating of 91.9% for the year to finish well ahead of second-placed ING”, said Levy.

“Up, which began operations eight years ago in 2018, has consistently delivered high levels of customer satisfaction to customers over several years and is supported by the high trust in parent company Bendigo Bank, which is repeatedly ranked among the Top 20 ‘Most Trusted’ brands in Australia in Roy Morgan’s quarterly Trust and Distrust reports.”

How Up Drives Customer Satisfaction

Customer satisfaction is built through digital-first convenience, low fees, strong safeguards and reliable human support.

Digital excellence

• #1 rated banking app across the App Store and Google Play.
• Digital, in-app sign-up that can be completed lightning fast.

Innovative tools

• Automatic round-ups & savings
• Spendable Balance & Insights
• Collaborative ‘Multiplayer’ banking with 2Up and Groups.

Competitive rates and low fees

• $0 monthly fees, no ongoing account fees.
• Award-winning digital-first home loan, with rates from 5.7% p.a.
• $0 foreign exchange (FX) fees on overseas online or in-store purchases.

Secure platform

• High-level encryption backed by the reliability of a traditional banking license.
• In-app card locking, instant notifications, and biometric authentication.
• Trusted by over 1 million customers (the majority Gen Z & Millennial).

Reliable human support

• Human support team available from 6am to midnight, 7 days a week.

• Easy, in-app ‘Talk to Us’ chat function.

  FAQs

  What is Roy Morgan’s Customer Satisfaction Awards?

  The Roy Morgan Customer Satisfaction Awards recognise Australian organisations that consistently achieve the highest customer satisfaction ratings in their respective industries. Winners are determined based on an annual survey of approximately 60,000 Australians—the world’s largest ongoing single-source survey. The award is presented to the company that secures the highest number of top rankings against its competitors over a 12-month period.

  Why was Up named Neobank of the Year 2025?

  Up was named Neobank of the Year 2025 by Roy Morgan because it consistently maintained the highest customer satisfaction rating among Australian digital banks over the preceding 12 months. According to the data, Up's high satisfaction scores are driven by four key pillars:

  • Digital-first convenience: Including a #1 rated banking app and an account setup time of under three minutes.
  • Competitive rates and zero fees: Offering $0 monthly fees, $0 international transaction fees, and competitive savings and home loan rates.
  • Innovative banking tools: Providing automated savings, spendable balance insights, and collaborative 'Multiplayer' banking features.
  • Accessible human support: Dedicated in-app support team available from 6:00 AM to midnight, seven days a week.

  What is Up?

  Up is Australia’s leading mobile-only digital bank, trusted by over 1 million customers. Built through a collaboration between software company Ferocia and Bendigo Bank, Up provides a comprehensive bank account, debit card and award winning home loans designed specifically for smartphones. Key features include:

  • Lightning-fast setup: Joining is easy via the app.
  • Smart spending: Real-time insights, merchant identification, and automated round-ups.
  • Safety & security: High-level encryption backed by the reliability of a traditional banking license.

  About Up

  Up is an Australian neobank designed to help people organise their money and simplify their life. Up is comprised of 1 million Australian customers, providing them with saving and spending tools to put them in control of their financial future.

  Founded in 2018 by software company Ferocia and Bendigo & Adelaide Bank, Up has revolutionised the Australian banking environment with its digital solutions. Up uses its digital solutions to help Australians simplify their money, making saving and spending easier for its customers in one place.

To learn more, visit up.com.au or download the app via the App Store or Google Play.