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Bank of Queensland

  Financial Services in Australia

Bank of Queensland overall Effort Score: 64 Bank of Queensland vs 62 Bank of Queensland last quarter
Sector Effort Score benchmark: 56 Bank of Queensland vs 55 Bank of Queensland last quarter

The Bank of Queensland has seen increases across the board, both in its Overall Effort Score and in all four pillars. As a result, the bank is now in second position of the Australian Financial Services rankings.

The biggest score boost is from the Style of Communication and Valuing the Customer pillars, both of which went up +5 points to 66.

Customers commended them for their speed at resolving problems. More specifically, 53% rated the bank highly for how quickly they had their issue resolved, and 51% were happy with being able to speak to a customer service agent that could help them directly.

Its score in Knowledge & Expertise increased to 62 vs last wave and Speed of Resolving Problems increased to 61.

Next quarter's score will be interesting, however, as the Bank is set to cut 600 staff as part of a ‘simplification and digitisation’ drive. This announcement followed just a year after the bank previously announced 250 jobs would go. How will this affect customer communications? Stay tuned to the CEI to find out. 

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Customer Effort in detail

Style of Communication 66 vs 65 last quarter

58% say the politeness of their customer service agents is 'excellent'

50% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 62 vs 61 last quarter

52% rate the expertise of the customer service agent as 'excellent'

48% say the way details were clearly explained to them was 'excellent'

53% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 66 vs 63 last quarter

50% rate this brand as 'excellent' for how they made them feel valued/important as a customer

51% say the way they understood their needs was 'excellent'

66% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 61 vs 60 last quarter

45% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'excellent'

51% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

58% 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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