Bendigo Bank

Financial Services in Australia

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Bendigo Bank overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Bendigo Bank isn’t budging. The bank has completed another quarter at the very top of the Financial Services in Australia table – a huge achievement for the brand’s CX team.

The brand’s Overall Effort Score has remained flat wave on wave, as did two of the pillars – ‘Valuing the Customer’ and ‘Speed of Resolving Problems’.

‘Style of Communication’ and ‘Knowledge & Expertise’ are up +1, thanks to increases in customers highly ranking its agents as polite and applauding how well they explain the detail.

Style of Communication

last quarter

62% say the politeness of their customer service agents is 'excellent'

56% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

60% rate the expertise of the customer service agent as 'excellent'

52% say the way details were clearly explained to them was 'excellent'

60% rate how well the customer service agent understood their particular problem or question as 'excellent'

Undertanding & Valuing the Customer

last quarter

55% rate this brand as 'excellent' for how they made them feel valued/important as a customer

56% say the way they understood their needs was 'excellent'

68% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

41% rate how easy it was to find the information they wanted on the website/app as 'excellent'

57% 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"

55% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'