Macquarie Bank

Financial Services in Australia

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Macquarie Bank overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Macquarie is on the up. The brand has added +5 to its Overall Effort Score this wave, surging from the bottom of the table last wave to joint 10th in Q1 2025 – alongside Alex.

The rise follows growth in all four CEI pillars, with ‘Style of Communication’, ‘Knowledge & Expertise’ and ‘Valuing the Customer’ all up by +5 wave on wave and ‘Speed of Resolving Problems’ up by +4.

‘Politeness of customer service agents’ is a drag on the ‘Style of Communication pillar’, so the brand should consider improving this area to continue to rise through the ranks this year.

Style of Communication

last quarter

38% say the politeness of their customer service agents is 'good'

41% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

41% rate the expertise of the customer service agent as 'excellent'

36% say the way details were clearly explained to them was 'excellent'

41% rate how well the customer service agent understood their particular problem or question as 'good'

Undertanding & Valuing the Customer

last quarter

36% 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"

54% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

37% rate how easy it was to find the information they wanted on the website/app as 'good'

41% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

42% say they made it ‘very easy’ to achieve what they set out to do