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AMP Bank

  Financial Services in Australia

AMP Bank overall Effort Score: 60 AMP Bank vs 57 AMP Bank last quarter
Sector Effort Score benchmark: 56 AMP Bank vs 55 AMP Bank last quarter

AMP has had better results this wave than last, moving to third position in the Australian Financial Services rankings. This is following a +3 point increase in its Overall Effort Score.

Its Style of Communication pillar has remained the same, but the remaining three have gone up by up to +4 points.

This increase across the board follow's last quarter’s restructure announcement. Is it already helping to deliver a better service to its customers?

Diving into some of the increases, in Valuing the Customer, AMP Bank customers ranked them higher for helping with their queries quickly than they did last wave, as well as offering a range of solutions that were suitable for them.

Speed of Resolving Problems experienced a +4 point increase after last quarter's -4 point drop. This quarter, its customers highly commended them for its simplicity when using their products (43%), achieving what they set out to do (41%) and being able to speak with an agent (43%).

Its Knowledge & Expertise score also went up +3 points to 59. Forty-three per cent of its customers ranked the Bank as ‘excellent’ for its understanding of their particular problem or question. 

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Customer Effort in detail

Style of Communication 61 vs 61 last quarter

48% say the politeness of their customer service agents is 'excellent'

46% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 59 vs 56 last quarter

40% rate the expertise of the customer service agent as 'excellent'

41% 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 'excellent'

Understanding & Valuing the Customer 61 vs 57 last quarter

40% rate this brand as 'excellent' for how they made them feel valued/important as a customer

41% say the way they understood their needs was 'excellent'

59% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 59 vs 55 last quarter

46% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'excellent'

43% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

49% say they made it ‘very easy’ to achieve what they set out to do

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.

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