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.