Macquarie Bank remains at the bottom of the Australian Financial Services rankings with a -1 drop in its Overall Effort Score to 48 wave on wave.
Unlike last quarter where the bank saw improvements, all four pillars have either declined by -1 point or more, or remained the same. The biggest hit has been its Knowledge & Expertise score, which has seen its customers mark it down by -3 points to 48. This is because fewer customers (37% as opposed to 39%) said the way details were clearly explained to them was ‘good’.
Fewer customers also rated how well the bank’s customer service agent understood their particular problem or question as ‘excellent’, dropping 2% to 38%.
Despite maintaining its Valuing the Customer pillar, there was some changes to how customers ranked each area that make up the pillar. Six per cent more customers this quarter said the way the bank understood their needs was ‘excellent’, increasing to 44%.