Brand analysis
ANZ continues to lose ground in the Financial Services in Australia rankings. At 11th, it is now separated from Westpac in 10th by two clear points.
The brand has posted an Overall Effort Score of 53 this wave and has seen decreases in all four component pillars.
Style of Communication, Valuing the Customer, and Knowledge & Expertise are down by -1. Speed of Resolving Problems is down by -2.
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?