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Commonwealth Bank of Australia

  Financial Services in Australia

Commonwealth Bank of Australia overall Effort Score: 58 Commonwealth Bank of Australia vs 58 Commonwealth Bank of Australia last quarter
Sector Effort Score benchmark: 55 Commonwealth Bank of Australia vs 56 Commonwealth Bank of Australia last quarter

Despite maintaining its Overall Effort Score of 58, the Commonwealth Bank of Australia has increased to second place in the Australian Financial Services rankings.

It scored lower in three of the four pillars in comparison to the previous quarter with its Speed of Resolving Problems, Style of Communication and Valuing the Customer each dropping -1 point compared to last wave.

When asked if they were ‘very satisfied’ with the outcome of their communication or contact, 11% fewer customers gave them this score than last wave, something the bank will likely look to rectify for next quarter.

This could also worsened by the latest news surrounding the bank whereby The Market Watchdog said that more than $28 million will be refunded after major banks - Commonwealth Bank of Australia and ANZ were also included - were found to have overcharged low-income Australians who should have had low-fee accounts.

Its Knowledge and Expertise pillar scored the same as last time, at 60.

 

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Customer Effort in detail

Style of Communication 64 vs 65 last quarter

49% say the politeness of their customer service agents is 'excellent'

48% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge and Expertise 60 vs 60 last quarter

48% rate the expertise of the customer service agent as 'excellent'

44% say the way details were clearly explained to them was 'excellent'

44% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 58 vs 59 last quarter

46% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

45% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

42% 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 53 vs 54 last quarter

38% rate how easy it was to find the information they wanted on the website/app as 'excellent'

46% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

43% 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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