vs
58
last quarter
vs
55
last quarter
Despite maintaining its Overall Effort Score of 58 wave on wave, the Commonwealth Bank of Australia has dropped to 5th place in the Australian Financial Services sector.
The bank has seen a -1 point decline in its Valuing the Customer pillar. Speed of Resolving Problems also declined -1 point to 53.
But there are positives for the bank this quarter. Its Knowledge & Education pillar increased +1 point to 60. Style of Communication remained the same at 64.
49% say the politeness of their customer service agents is 'excellent'
47% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
47% rate the expertise of the customer service agent as 'excellent'
43% say the way details were clearly explained to them was 'excellent'
43% rate how well the customer service agent understood their particular problem or question as 'excellent'
42% rate this brand as 'excellent' for how they made them feel valued/important as a customer
45% say the way they understood their needs was 'excellent'
59% say they were 'very satisfied' with the outcome of their communication or contact
35% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'excellent'
45% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
46% say they made it ‘very easy’ to achieve what they set out to do
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.