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Bank of Queensland

  Financial Services in Australia

Bank of Queensland overall Effort Score: 62 Bank of Queensland vs 59 Bank of Queensland last quarter
Sector Effort Score benchmark: 55 Bank of Queensland vs 56 Bank of Queensland last quarter

The Bank of Queensland has once again had a strong three months, as its Overall Effort Score jumps +3 points to 62.

Its Knowledge and Expertise score of 61 has had a lot to do with this, with 56% rating how well the bank’s customer service agent understood their particular problem or question as ‘excellent’. The bank has also increased its expertise and customers have noticed, with more than half (51%) rating it as ‘excellent’.

The bank's Style of Communication has also gone from strength-to-strength. Three months ago, its score was 63, which has now increased by +2 points to 65. This is due to 56% of customers calling the politeness of its customer service agents ‘excellent’. Almost half (49%) also rated the bank's ability to communicate with them in their chosen language as ‘excellent’.

The bank has also managed to increase the Speed of Resolving Problems by +2 points to 60 and Valuing the Customers by +4 points to 63 from 59.

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Customer Effort in detail

Style of Communication 65 vs 63 last quarter

56% say the politeness of their customer service agents is 'excellent'

49% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge and Expertise 61 vs 59 last quarter

51% rate the expertise of the customer service agent as 'excellent'

49% say the way details were clearly explained to them was 'excellent'

56% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 63 vs 59 last quarter

54% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

50% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

49% 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 60 vs 58 last quarter

44% rate how easy it was to find the information they wanted on the website/app as 'excellent'

49% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

50% 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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