Financial Services in Australia
Following a -1 drop in its Overall Effort Score, ANZ Bank has dropped to 9th position in the Australian Financial Services sector.
This drop follows last quarter's news that ANZ and two other major Australian banks came under fire for keeping at least two million people in high-fee accounts, with steep dishonour and overdraw charges.
All four of the bank’s pillars scores have fallen, with the biggest drop coming from Valuing the Customer at -2 points to 56. Less than 40% of its customers ranked them highly for making them feel valued.
Customer Effort in detail
Style of Communication
60 vs 61 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 and Expertise
55 vs 56 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'
Understanding & Valuing the Customer
54 vs 56 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'
53% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
50 vs 51 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
