Financial Services in Australia
Bendigo Bank's Overall Effort Score has gone back up to 67 after last quarter’s -1 point decline, following a score boost in all four pillars.
While the company has experienced some significant drops this year, this has turned around in this wave's data. For example, its Style of Communication score has gone up by +3 points to 73 after 62% ranked the politeness of the bank's customer service teams as 'excellent'.
The remaining pillars also saw score boosts. For example, its Valuing the Customer pillar went up +1 point to 68, after maintaining score for the past two quarters. More than half of its customers rated the bank 'excellent' for understanding their needs (56%) and offering a range of solutions suitable to them (51%).
Customer Effort in detail
Style of Communication
73 vs 70 last quarter
62% say the politeness of their customer service agents is 'excellent'
56% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
Knowledge and Expertise
68 vs 67 last quarter
60% rate the expertise of the customer service agent as 'excellent'
52% say the way details were clearly explained to them was 'excellent'
60% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
67 vs 66 last quarter
55% rate this brand as 'excellent' for how they made them feel valued/important as a customer
56% say the way they understood their needs was 'excellent'
68% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
64 vs 63 last quarter
47% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'excellent'
61% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
60% say they made it ‘very easy’ to achieve what they set out to do
