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Financial Services in Australia

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Bendigo Bank overall Effort Score
Black Star 1

68

VS

Black Star 2

67

last Quarter

Sector Effort Score benchmark
Black Star 3

60

VS

Black Star 4

59

last Quarter

Brand analysis

Bendigo Bank has completed another quarter a the top of the Financial Services in Australia table, but there’s a twist for Q3 2025.

The brand is sharing the top spot for the first time in the Customer Effort Index’s two-year history. AMP has stolen the march, jumping from third position last wave.

Bendigo has added a modest +1 to its Overall Effort Score wave on wave, with Speed of Resolving Problems and Valuing the Customer advancing their scores, while Style of Communication and Knowledge & Expertise remained flat.

Last year, Bendigo hailed a major uplift for its customer service efficiency by moving its contact centre operations to Amazon Web Service’s Connect platform. Smart moves like this is exactly what’s needed to consolidate its position.

In May, Bendigo won the Finder Award for Legendary Service, backing up the results we’ve recorded here at the Customer Effort Index.

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Style of Communication
74

vs

74

last quarter

64% say the politeness of their customer service agents is 'excellent'

61% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

 
Knowledge & Expertise
69

vs

69

last quarter

61% rate the expertise of the customer service agent as 'excellent'

58% say the way details were clearly explained to them was 'excellent'

58% rate how well the customer service agent understood their particular problem or question as 'excellent'

 
Valuing the Customer
68

vs

67

last quarter

58% rate this brand as 'excellent' for how they made them feel valued/important as a customer

53% say the range of solutions or options that were suitable was "excellent"

66% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed of Resolving Problems
65

vs

64

last quarter

49% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'excellent'

62% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

63% say they made it ‘very easy’ to achieve what they set out to do