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AMP Bank

  Financial Services in Australia

AMP Bank overall Effort Score: 57 AMP Bank vs 58 AMP Bank last quarter
Sector Effort Score benchmark: 55 AMP Bank vs 56 AMP Bank last quarter

Despite having a +2 Overall Effort Score increase last quarter, AMP Bank has experienced a -1 point drop this quarter to 57 from 58.

Two pillars, Style of Communication and Valuing the Customer, have remained the same, with Knowledge and Expertise and Speed of Resolving problems dropping by -4 point and -1 point respectively.

This reduction in speed could be due to AMP restructuring its banking division and redirecting its staff and other resources to build a digital-only service that’s expected to launch early next year.

Diving into the -4 point reduction in Knowledge and Speed, AMP Bank customers marked it down on the expertise of the customer service agent, reducing wave on wave by 3% to 39%. Customers also marked the bank down for the way details were explained to them, which now has a percentage score of 44% from 47% last quarter. Customer agent understanding also declined, with 44% rating it as ‘excellent’.

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Customer Effort in detail

Style of Communication 61 vs 61 last quarter

47% 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 56 vs 60 last quarter

39% rate the expertise of the customer service agent as 'excellent'

44% say the way details were clearly explained to them was 'good'

44% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 57 vs 57 last quarter

42% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

41% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

46% 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 55 vs 56 last quarter

43% rate how easy it was to find the information they wanted on the website/app as 'excellent'

44% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

42% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

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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