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  Financial Services in Australia

Up overall Effort Score: 55 Up vs 60 Up last quarter
Sector Effort Score benchmark: 55 Up vs 56 Up last quarter

Up has dropped to 5th in the Australian Financial Services after its Overall Effort Score declined by a whopping -5 points to 55.

While all four pillars have experienced a significant drop in score, the decline in its Overall Effort Score is attributed to a decline of -7 points in Speed of Resolving the Problem.

Diving into why the pillar has had such a large drop, it’s because 8% fewer customers said the bank made it ‘very easy’ to achieve what they set out to do, declining to 42% from 50% last quarter. What’s more, 6% fewer customers rated how easy it was to find the information they wanted as ‘excellent’.

There were some positives for the bank, however. Under the same pillar, 41% rated how they were able to speak to a customer service agent that can help them with their query as ‘excellent’.

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Customer Effort in detail

Style of Communication 59 vs 62 last quarter

43% say the politeness of their customer service agents is 'excellent'

41% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge and Expertise 55 vs 58 last quarter

42% rate the expertise of the customer service agent as 'good'

41% say the way details were clearly explained to them was 'excellent'

43% rate how well the customer service agent understood their particular problem or question as 'good'

Understanding & Valuing the Customer 55 vs 61 last quarter

46% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

38% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

41% 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 60 last quarter

39% rate how easy it was to find the information they wanted on the website/app as 'excellent'

41% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

42% 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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