Suncorp Bank’s Overall Effort Score dropped -1 point to 54 following a decline of -1 or -2 points across all four of its pillars, bringing a total loss of -5 points since the beginning of the year.
Most notably, its Style of Communication score went down by -2 points due to less customers (2%) rating the politeness of the bank’s customer service agents as ‘excellent’.
The bank’s Valuing the Customer score also declined by -2 points to 53. This is due to an 8% decline in customers saying they were ‘very satisfied’ with the outcome of their communication or contact.
All is not lost, however, as Suncorp did see some improvements in the other two areas in the Valuing the Customer pillar. One per cent more said the way the bank understood their needs was ‘excellent’.
Despite this decline, Suncorp Bank has remained 9th in the Australian Financial Services rankings.