ANZ's Overall Effort Score continues its gradual decline, with its wave-on-wave score down by -1.
Its Style of Communication increased by +1 point this quarter to 61. This can be attributed to 2% more of the bank’s customers rating its abilities to communicate in their chosen language as ‘excellent’.
Two pillars, Knowledge and Expertise and Speed of Resolving Problems, however, have dropped by -1 point. Valuing the Customer has remained the same at 56.
ANZ’s customers marked them down in Knowledge and Expertise for the way details were explained, reducing by 3%. The bank’s ‘excellent’ expertise ranking also experienced a 2% drop wave on wave.
Within Speed of Resolving Problems, the drop can be attributed to a decline in its ease of solving the problem. Only 39% of the bank’s customers say they made it ‘very easy’ to achieve what they set out to do. The other two deciding factors increased by 1%.
ANZ and two other major Australian banks have come under fire in recent weeks for keeping at least two million people in high-fee accounts, with steep dishonour and overdraw charges when they could least afford it. We will pay close attention to next quarter's data to see how that has effected their so-far consistent standings.