AMP Bank - Nice

Financial Services in Australia

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AMP Bank overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

AMP slips out of podium position this quarter, despite adding +1 to its Overall Effort Score.

The brand is now fourth after being overtaken by National Australia Bank, which added +3 points.

Looking at AMP’s CEI pillars this wave reveals a mixed bag. ‘Style of Communication’ and ‘Valuing the Customer’ are up by +3, while ‘Knowledge & Expertise’ is up by a more modest +1 wave on wave.

‘Speed of Resolving the Problems’ is the outlier though, dropping by -2. AMP should focus on ensuring its customer service agents are more readily available to drive higher scores.

Style of Communication

last quarter

48% say the politeness of their customer service agents is 'excellent'

46% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

40% rate the expertise of the customer service agent as 'excellent'

41% say the way details were clearly explained to them was 'excellent'

43% rate how well the customer service agent understood their particular problem or question as 'excellent'

Undertanding & Valuing the Customer

last quarter

40% rate this brand as 'excellent' for how they made them feel valued/important as a customer

41% say the way they understood their needs was 'excellent'

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

Speed Solving the Problem

last quarter

46% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'excellent'

43% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

49% say they made it ‘very easy’ to achieve what they set out to do