Alex - Nice

Financial Services in Australia

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Alex overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Alex is on the up – a whopping +7 growth in Customer Effort Score has propelled it into joint fifth in the Financial Services in Australia table – sitting alongside Bankwest and Suncorp.

This growth is backed up by rises in all four Customer Effort pillars, including a +8 increase in Speed of Resolving Problems and Valuing the Customer pillars, and a +5 rise in Style of Communication.

Alex’s AI-powered banking services are truly delivering for customers. It is able to make loan decisions in less than three minutes, has grown its deposit portfolio by 2,100% since December 2022, and boasts a Trustpilot TrustScore of 4.8, above the industry benchmark of 3.4.

We do see bigger swings for Alex in the Customer Effort Index as a result of it having a slightly lower sample size than competitors. It is still above our threshold for margin of error and we think it’s important to continue to sharing as its customer base is only growing – as is our sample – with each passing wave.

Style of Communication

last quarter

52% say the politeness of their customer service agents is 'excellent'

42% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

48% rate the expertise of the customer service agent as 'excellent'

50% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

51% rate this brand as 'excellent' for how they made them feel valued/important as a customer

41% say the range of solutions or options that were suitable was "excellent"

59% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

40% rate how easy it was to find the information they wanted on the website/app as 'excellent'

53% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"

43% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'