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National Australia Bank

  Financial Services in Australia

National Australia Bank overall Effort Score: 57 National Australia Bank vs 58 National Australia Bank last quarter
Sector Effort Score benchmark: 55 National Australia Bank vs 56 National Australia Bank last quarter

Even though National Australia Bank’s Overall Effort Score has dropped -1 point to 57, it has ranked in 5th place in Australian banking services.

The bank dropped scores in two pillars; Speed of Resolving Problems and Value to Customer, by -2 and -1 respectively.

Speed of Resolving Problem's declining score can be attributed to a dip in all three sections the pillar is ranked on. For example, 2% fewer customers rated how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as ‘excellent’.

A similar decline happened with customers marking the bank down for how ‘very easy’ it was to achieve what they set out to do.

This decline might be short lived, however, as it recently partnered with Banked Payments to accelerate the number of Australian merchants adopting A2A payment solutions. It has also built a ‘customer brain’ using Pega to make digital banking more human. The CEI will be the best measure of whether this will make the company easier to do business with. 

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Customer Effort in detail

Style of Communication 63 vs 63 last quarter

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

45% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge and Expertise 60 vs 60 last quarter

43% rate the expertise of the customer service agent as 'excellent'

43% say the way details were clearly explained to them was 'excellent'

46% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 57 vs 58 last quarter

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

44% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

44% 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 55 last quarter

40% rate how easy it was to find the information they wanted on the website/app as 'excellent'

42% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

40% 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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