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  Financial Services in Australia

Up overall Effort Score: 58 Up vs 55 Up last quarter
Sector Effort Score benchmark: 56 Up vs 55 Up last quarter

Up has remained at joint 5th in the Australian Financial Services alongside the Commonwealth Bank of Australia this wave, despite a +3 point increase in its Overall Effort Score to 58.

It’s not hard to see where the increase has come from, as each pillar gas increased a minimum of +3 points, with some increasing +4 points.

Knowledge & Expertise is one of two pillars that have gone up by +4 points, unsurprising as a significant 5ppt more of Up’s customers said its expertise was ‘good’.

There was also a 2ppt jump in customers ranking the bank as ‘excellent’ for how its customer service agents clearly explained details to them.

The second pillar jumping +4 points was Speed of Resolving Problems, now 57. Half of its customers said they were able to achieve what they set out to do or had their issue resolved and 45% rated how quickly they were able to resolve their issue.

Both Style of Communication and Valuing the Customer went up +3 points to 62 and 58 respectively. 

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Customer Effort in detail

Style of Communication 62 vs 59 last quarter

51% say the politeness of their customer service agents is 'excellent'

43% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 59 vs 55 last quarter

47% rate the expertise of the customer service agent as 'excellent'

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

42% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 58 vs 55 last quarter

49% rate this brand as 'excellent' for how they made them feel valued/important as a customer

42% say the way they understood their needs was 'excellent'

56% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 57 vs 53 last quarter

42% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'excellent'

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

51% say they made it ‘very easy’ to achieve what they set out to do

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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