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Financial Services in the AUS

Sector average score

White star

59

Knowledge & Expertise

59

Style of Communication

64

Speed of Resolving Problems

55

Valuing the Customer

61

Bendigo makes it 15 months. The brand has now been top of the Financial Services in Australia table for five straight quarters – but it certainly can’t afford to let up.

AMP has +3 to its score this wave to re-enter the top three with its highest ever mark. Meanwhile, Bank of Queensland remains only -2 points behind.

Alex is the one to watch this wave, with its Overall Effort Score up by +7 wave on wave, launching it into fifth alongside Suncorp and Bankwest. 

Macquarie has also performed well in this wave's results, adding +2 to its Overall Effort Score to take 10th. 

Rankings

The Rankings

Performance Tracker

Performance Tracker

Rank

1

Knowledge & Expertise

69

Style of Communication

74

Speed of Resolving Problems

64

Valuing the Customer

67

2

Knowledge & Expertise

64

Style of Communication

68

Speed of Resolving Problems

61

Valuing the Customer

67

3

Knowledge & Expertise

63

Style of Communication

65

Speed of Resolving Problems

59

Valuing the Customer

66

4

Knowledge & Expertise

63

Style of Communication

68

Speed of Resolving Problems

59

Valuing the Customer

63

5

Knowledge & Expertise

61

Style of Communication

65

Speed of Resolving Problems

60

Valuing the Customer

62

5

Knowledge & Expertise

60

Style of Communication

63

Speed of Resolving Problems

56

Valuing the Customer

64

5

Knowledge & Expertise

62

Style of Communication

62

Speed of Resolving Problems

57

Valuing the Customer

62

8

Knowledge & Expertise

60

Style of Communication

65

Speed of Resolving Problems

56

Valuing the Customer

61

9

Knowledge & Expertise

59

Style of Communication

63

Speed of Resolving Problems

52

Valuing the Customer

60

10

Knowledge & Expertise

54

Style of Communication

61

Speed of Resolving Problems

53

Valuing the Customer

62

11

Knowledge & Expertise

56

Style of Communication

60

Speed of Resolving Problems

52

Valuing the Customer

57

12

Knowledge & Expertise

54

Style of Communication

59

Speed of Resolving Problems

48

Valuing the Customer

53

Effort

i

X

Effort

The Overall Effort Score is calculated using modelling on the results recorded in each of the four pillars

67

65

64

63

61

61

61

60

58

56

55

53

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Knowledge & Expertise

i

X

Knowledge & Expertise

Having knowledgable customer service agents that can clearly explain details to customers impacts the score in the ‘Knowledge & Expertise’ pillar

69

64

63

63

61

60

62

60

59

54

56

54

Style of Commun-
ication

i

X

Style of Communication

How polite customer service staff are and whether they can communicate in a customers’ chosen language contribute to ‘Style of Communication’ 

74

68

65

68

65

63

62

65

63

61

60

59

Speed of Resolving Problems

i

X

Speed of Resolving Problems

A quick resolution and short holding times ensure a strong ‘Speed Solving the Problem’ score

64

61

59

59

60

56

57

56

52

53

52

48

Valuing the Customer

i

X

Valuing the Customer

Companies that make their customers feel valued and understand their needs perform well in the ‘Understanding & Valuing the Customer’ pillar

67

67

66

63

62

64

62

61

60

62

57

53

NPS

i

X

NPS

NPS scores can be used to compare and contrast with Effort for an additional perspective

-31

-44

-48

-14

-48

-43

40

9

-18

-47

-24

-17

+

+

+

+

+

+

+

+

+

+

+

+

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Last updated: Apr 2025

Next update: Jul 2025

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Executive summary

  • ‘Valuing the Customer’ is where the tightest competition can be found within Effort for Financial Service brands in Australia. Just 14 points separate first and seventh.
  • We say

    Financial brands can show they value their customers by presenting them with a range of solutions or options that are right for their specific situation. It’s about being flexible and reliable, empathetic but not patronising and charming without being fake. Customer service teams that get this right – especially through their automation channels – will win in this space in the month ahead.

How to use the Customer Effort Index

Customer Effort Scores for the quarter are presented in the rankings, ordered by highest Overall Effort Score first, to show which brand scored highest with its customers for that period. Individual brand ratings against the four pillars take us underneath that Overall Effort Score, with brand-specific explanatory analysis from the CEI Editorial team.

You can use the display above to toggle between score, ranking and individual pillars. Clicking 'Performance Tracker'  enables you to analyse the performance over time.

The Customer Effort Index is calculated using a self-referential scale that is recomputed every wave based on what the minimum and maximum values are. This enables us to see how each brand is performing compared to the others within the data set. See About for more on the methodology. 

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