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 ranked second in the Financial Services in Australia table for the third straight quarter.

The brand has added +1 to its Overall Effort Score.

Looking at the pillars, ‘Valuing the Customer’ and ‘Speed of Resolving Problems’ remain flat, with ‘Style of Communication up by +1 wave on wave.

‘Knowledge & Expertise’ is the real driver though, which has grown by +3 points, largely due to 53% rating how well the customer service agent understood their particular problem or question as 'excellent'

Style of Communication

last quarter

58% 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

last quarter

52% rate the expertise of the customer service agent as 'excellent'

48% 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'

Undertanding & Valuing the Customer

last quarter

50% rate this brand as 'excellent' for how they made them feel valued/important as a customer

51% say the way they understood their needs was 'excellent'

47% say the range of solutions or options that were suitable was "excellent"

Speed Solving the Problem

last quarter

43% rate how easy it was to find the information they wanted on the website/app as 'excellent'

50% 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"

53% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'