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 has dropped to eighth in the Financial Services in Australia table after dropping -1 point in its Overall Effort Score wave on wave.

The brand has been overtaken by Commonwealth Bank of Australia after Alex lost points in three of the four pillars wave on wave. Only Valuing the Customer has remained flat, while Style of Communication is down by -3, a particularly challenging pillar for digital banks.

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

45% 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

46% rate the expertise of the customer service agent as 'excellent'

46% say the way details were clearly explained to them was 'excellent'

52% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

54% say the way they understood their needs was 'excellent'

39% say the range of solutions or options that were suitable was "good"

62% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

48% 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 'good'

56% say they made it ‘very easy’ to achieve what they set out to do