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’.