ANZ - Nice

Financial Services in Australia

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ANZ overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

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?

Style of Communication

last quarter

44% say the politeness of their customer service agents is 'excellent'

44% 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'

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

41% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

37% rate this brand as 'excellent' for how they made them feel valued/important as a customer

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

52% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

37% rate how easy it was to find the information they wanted on the website/app as 'good'

41% 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"

38% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'