Bendigo Bank retains its spot at the top of chart for the third wave in a row with an Overall Effort Score of 67.
But the one to watch is Bank of Queensland, which is one of the fastest-moving brands for Customer Effort in the entire Index. In Q4 2023 it ranked 11th in our table with an Overall Effort Score of 55. It is now third with a score of 59.
Spare a thought to for Suncorp Bank, once sitting comfortably at third and now at ninth after losing -7 points in Overall Effort Score in just six months. It comes after the bank was rocked by a cyber attack in April. Did the business do enough to make it easy for customers who were effected to get an answer?
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Last updated: Oct 2024Next update: Jan 2025
The main dips this wave for the financial services industry as a whole were recorded in the Speed of Resolving Problems and Valuing the Customer pillars. All pillars have seen a convergence in their scores, indicating a more competitive market in Customer Effort.
We say
It's no longer enough to just follow the pack in Customer Effort. Consumers are crying out for innovative ways to manage their finances quickly and efficiently. Which brand will get this right in 2025?
Customer Effort Scores for the quarter are presented in the rankings, ordered by highest Overall Effort Score first, to show which brand scored highest with its customers for that period. Individual brand ratings against the four pillars take us underneath that Overall Effort Score, with brand-specific explanatory analysis from the CEI Editorial team.
You can use the display above to toggle between score, ranking and individual pillars. Clicking 'Performance Tracker' enables you to analyse the performance over time.
The Customer Effort Index is calculated using a self-referential scale that is recomputed every wave based on what the minimum and maximum values are. This enables us to see how each brand is performing compared to the others within the data set. See About for more on the methodology.
ContactEngine sponsors the Customer Effort Index
ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.
