Following score increases in all four pillars, resulting in a +2 point jump in its Overall Effort Score to 59, National Australia Bank has moved from 5th position to 4th in Australian Banking Services.
The bank’s biggest scores came from three pillars: Style of Communication, Speed of Resolving Problems and Valuing the Customer, each increasing by +2 points each.
Style of Communication’s score increase can be attributed to a boost in both sections the pillar is ranked on. For instance, 50% ranked the politeness of the bank’s customer service agents as ‘excellent’, a 1ppt increase. Moreover, 2% more of its customers rated ‘excellent’ for the bank’s ability to communicate with them in their chosen language.
Elsewhere, the +1 point increase in Knowledge & Expertise is because 46% of the bank’s customers rated the expertise of its customer service agent as ‘excellent’ (a 3ppt jump).
In wider news, National Australia Bank built a ‘customer brain’ through the implementation of its Pega’s Customer Decision Hub, which brings together swathes of customer data from multiple sources. The aim of it is to give customers what they need, when it’s needed. This is exactly the kind of the innovation needed to drive CEI scores in future waves.