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Financial Services in Australia

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Bank Of Queensland Logo
Bank of Queensland overall Effort Score
Black Star 1

64

VS

Black Star 2

65

last Quarter

Sector Effort Score benchmark
Black Star 3

60

VS

Black Star 4

59

last Quarter

Brand analysis

It’s been a tough quarter for Bank of Queensland (BOQ) within the Customer Effort Index. The brand has sunk from second to joint third, ending a year of sitting in second.

The drop has been caused by the loss of a single point in its Overall Effort Score, with Speed of Resolving Problems causing the biggest drag, dipping by -2 wave on wave.

Back in January it was reported the BOQ has reduced the time to deliver customer updates by 80% with Microsoft Intune. How the brand apply these principles to proactive and incoming customer conversations will determine its performance in this pillar in future.

In February, BOQ closed 14 branches as part of ongoing plans to axe at least 400 jobs across the country. Our Knowledge & Expertise pillar measures how clearly details are explained and how well agents understand particular problems. BOQ must ensure it does not lose these qualities as it digitises its operations.

 

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Style of Communication
67

vs

68

last quarter

53% say the politeness of their customer service agents is 'excellent'

50% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

 
Knowledge & Expertise
65

vs

64

last quarter

46% rate the expertise of the customer service agent as 'excellent'

49% say the way details were clearly explained to them was 'excellent'

50% rate how well the customer service agent understood their particular problem or question as 'excellent'

 
Valuing the Customer
66

vs

67

last quarter

45% say the way they understood their needs was 'excellent'

43% say the range of solutions or options that were suitable was "excellent"

67% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed of Resolving Problems
59

vs

61

last quarter

41% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'excellent'

55% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

51% say they made it ‘very easy’ to achieve what they set out to do