Commonwealth Bank of Australia

Financial Services in Australia

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Commonwealth Bank of Australia overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Commonwealth Bank of Australia is keeping it consistent. Like Q1 2025, it has once again posted an Overall Effort Score of 60.

However, increases for both Alex and Bankwest have pushed the company down to eighth in the Financial Services in Australia table, where last wave it ranked sixth.

Earlier this year, the bank launched a new conversational AI tool that enables customers to quickly get 'ChatGPT-style' answers to their questions.

Diving into the four pillars, we can see a +1 wave on wave increase in Speed of Resolving Problems, which may have been prompted by this AI development.

Knowledge & Expertise has dropped by -1, however, so Commonwealth Bank needs to ensure this isn’t being lost among the brand’s digitisation efforts.

Style of Communication

last quarter

51% say the politeness of their customer service agents is 'excellent'

48% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

47% rate the expertise of the customer service agent as 'excellent'

45% say the way details were clearly explained to them was 'excellent'

48% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

43% rate this brand as 'excellent' for how they made them feel valued/important as a customer

42% say the range of solutions or options that were suitable was "excellent"

60% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

40% rate how easy it was to find the information they wanted on the website/app as 'excellent'

45% 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"

44% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'