Financial Services in Australia
All four pillars have dropped for Alex in the most recent quarter, despite being named in Forbes’ World’s Best Banks list in April, with its Overall Effort Score declining by -6 to 53.
While last quarter saw it add +17 points to its Style of Communication, this might have been short lived as it drops -4 points to 57. More specifically, the Australian bank’s customers mark the business down for both its agents' politeness and ability to communicate with them in their chosen language (other than English). For the politeness factor, only 37% said it was ‘good’ compared to last quarter’s 41%. The bank’s ability to communicate with its customers in their chosen language dropped by 6% to 39%.
The bank's customers have marked down each of the remaining pillars, too. Knowledge and Expertise has dropped by -5 points to 53, Speed of Resolving Problems has dropped by -6 to 50 and Valuing the Customer has gone from 63 to 55.
Customer Effort in detail
Style of Communication
53 vs 57 last quarter
37% say the politeness of their customer service agents is 'good'
39% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'
Knowledge and Expertise
53 vs 58 last quarter
42% rate the expertise of the customer service agent as 'good'
38% say the way details were clearly explained to them was 'excellent'
43% rate how well the customer service agent understood their particular problem or question as 'good'
Understanding & Valuing the Customer
55 vs 63 last quarter
44% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
38% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
40% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
Speed Solving the Problem
50 vs 56 last quarter
43% rate how easy it was to find the information they wanted on the website/app as 'good'
43% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
44% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
