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 has added +2 points to its Overall Effort Score this quarter resulting in the brand once again ranking fifth, but this time it is alongside Suncorp.

It’s a positive set of results across all four pillars, with ‘Knowledge & Expertise’ and ‘Valuing the Customer’ up by +2 and ‘Speed of Resolving Issues’ and ‘Style of Communication’ up by +1.

Diversifying the languages available in its communications and making information easier to find on its website/app would be two great ways for the brand to improve its scores next time.

Style of Communication

last quarter

49% say the politeness of their customer service agents is 'excellent'

47% 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'

43% say the way details were clearly explained to them was 'excellent'

43% rate how well the customer service agent understood their particular problem or question as 'excellent'

Undertanding & Valuing the Customer

last quarter

42% rate this brand as 'excellent' for how they made them feel valued/important as a customer

45% say the way they understood their needs was 'excellent'

59% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

39% rate how easy it was to find the information they wanted on the website/app as 'excellent'

44% 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"

43% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'