Bank of Queensland

Financial Services in Australia

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Bank of Queensland overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Bank of Queensland has made it four straight quarters in second place in the Financial Services in Australia table, posting a score of 55 – just as it did in Q1 2025.

But the pressure is on. AMP has re-entered the top three for the first time in nine months. With an Overall Effort Score just 1 point behind, BOQ can’t afford to be complacent.

BOQ added +1 to its scores in the Style of Communication and Valuing the Customer pillars, but a -1 drop in Knowledge & Expertise reveals where to focus.

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.

Style of Communication

last quarter

57% say the politeness of their customer service agents is 'excellent'

52% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

48% rate the expertise of the customer service agent as 'excellent'

50% say the way details were clearly explained to them was 'excellent'

53% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

49% rate this brand as 'excellent' for how they made them feel valued/important as a customer

45% 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

last quarter

42% rate how easy it was to find the information they wanted on the website/app as 'excellent'

47% 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"

51% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'