ANZ - Nice

Financial Services in Australia

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ANZ overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Once again the Customer Effort Index has not been kind for ANZ. The brand’s Overall Effort Score has dropped by -2 wave on wave, meaning ANZ has posted its lowest Overall Effort Score in the Customer Effort Index’s two-year history.

Can a new CEO turn ANZ’s fortunes around? Taking the head role in May – two months earlier than planned – Nuno Matos emphasised commitment to enhancing financial well-being. Will this be enough to increase its performance in Customer Effort in the longer term?

Style of Communication

last quarter

42% say the politeness of their customer service agents is 'excellent'

42% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

41% rate the expertise of the customer service agent as 'excellent'

40% say the way details were clearly explained to them was 'good'

40% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

40% say the way they understood their needs was 'excellent'

37% say the range of solutions or options that were suitable was "good"

51% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

38% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'good'

39% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

40% say they made it ‘very easy’ to achieve what they set out to do