AMP Bank - Nice

Financial Services in Australia

Back to rankings

AMP Bank overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

AMP has seized the top spot in the Financial Services in Australia table for the first time in the Customer Effort Index’s history, sharing the spot with Bendigo.

The brand has leapfrogged Bank of Queensland to move from third in Q2 2025 to take first in Q3 2025, adding +4 to its Overall Effort Score.

AMP has had a brilliant quarter, adding +4 to three of the pillars – Style of Communication, Knowledge & Expertise and Valuing the Customer, and +5 to Speed of Resolving Problems.

Earlier this year, AMP announced the launch of a new digital bank with a focus on small businesses and everyday customers. The bank prioritises fraud prevention, privacy, human contact centre support, and connectivity between personal and business banking.

Launching frictionless services like these is a great way to become easier to do business with. As this is exactly what the Customer Effort Index measures, can we see AMP become the sole occupant of the top spot in Q4 2025?

Style of Communication

last quarter

55% say the politeness of their customer service agents is 'excellent'

50% 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'

48% 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

47% say the way they understood their needs was 'excellent'

45% say the range of solutions or options that were suitable was "excellent"

67% 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'

47% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

58% say they made it ‘very easy’ to achieve what they set out to do