ANZ - Nice

Financial Services in Australia

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ANZ overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

It’s been another tough quarter for ANZ in the Customer Effort Index.

The brand’s Overall Effort Score has dropped by -1 point this quarter, with all pillars remaining flat wave on wave. The Overall Effort Score is calculated against all other brands, which is why a brand’s score can decrease if other brands score higher – even if its own pillars remain the same.

Hold times appear to be a sticking point for ANZ’s customers and are an area the brand should focus on improving in 2025 to climb the table.

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

42% rate the expertise of the customer service agent as 'excellent'

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

42% rate how well the customer service agent understood their particular problem or question as 'excellent'

Undertanding & Valuing the Customer

last quarter

38% rate this brand as 'excellent' for how they made them feel valued/important as a customer

42% say the way they understood their needs was 'excellent'

39% say the range of solutions or options that were suitable was "excellent"

Speed Solving the Problem

last quarter

36% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'good'

40% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

42% say they made it ‘very easy’ to achieve what they set out to do