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Financial Services in Australia

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AMP Bank overall Effort Score
Black Star 1

64

VS

Black Star 2

61

last Quarter

Sector Effort Score benchmark
Black Star 3

59

VS

Black Star 4

58

last Quarter

Brand analysis

With an Overall Effort Score of 64, AMP has overtaken National Australia Bank to return to third place in the Financial Services in Australia table for the first time in nine months.

Wave on wave, the brand has increased it scores in all four pillars, most notably in Knowledge & Expertise, where it added +3. Speed of Resolving Problems and Valuing the Customers gained +2, while Style of Communication rose by +1.

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, we expect to see AMP’s scores to only grow further in the coming months.

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Style of Communication
65

vs

64

last quarter

53% 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
63

vs

60

last quarter

43% rate the expertise of the customer service agent as 'excellent'

51% rate how well the customer service agent understood their particular problem or question as 'excellent'

 
Valuing the Customer
66

vs

64

last quarter

45% rate this brand as 'excellent' for how they made them feel valued/important as a customer

43% say the range of solutions or options that were suitable was "excellent"

63% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed of Resolving Problems
59

vs

57

last quarter

43% rate how easy it was to find the information they wanted on the website/app as 'good'

45% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"

44% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'