Financial Services in Australia
It’s been a very positive quarter for Alex Bank, with its Overall Customer Effort Score growing +3 points to 56 from 53. This has also seen the bank move from 10th place to seventh in the rankings.
The bank received a +6 point increase for its Style of Communication, with 45% rating the politeness of their customer service agents as ‘good’ – an almost 10ppt increase on last quarter.
What’s more, the bank has improved its Knowledge & Expertise score. The pillar has increased by +6 points to 59 from 53.
Going forward, it would be beneficial to the bank to focus on how quickly it resolves its customers' problems. While the pillar increased +1 points, it’s the smallest jump of all four pillars.
Customer Effort in detail
Style of Communication
59 vs 53 last quarter
45% say the politeness of their customer service agents is 'excellent'
39% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
Knowledge and Expertise
59 vs 53 last quarter
43% rate the expertise of the customer service agent as 'excellent'
44% 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
42% rate this brand as 'excellent' for how they made them feel valued/important as a customer
40% say the way they understood their needs was 'excellent'
53% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
51 vs 50 last quarter
43% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'excellent'
51% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
38% say they made it ‘very easy’ to achieve what they set out to do
