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 joint 10th this wave, alongside Macquarie, after it dropped -2 points in its Overall Effort Score.

The loss coincides with drops of varying degrees across all four pillars in the Customer Effort Index. ‘Valuing the Customer’ is down by -4, ‘Speed of Resolving Problems’ and ‘Style of Communication’ have dropped by -2 and ‘Knowledge & Expertise’ is -1 lower wave on wave.

Alex should focus on expanding the range of solutions it has available for customers to drive higher scores back in the ‘Valuing the Customer’ pillar.

Style of Communication

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 & Expertise

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'

Undertanding & Valuing the Customer

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'

40% say the range of solutions or options that were suitable was "excellent"

Speed Solving the Problem

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