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 continues to climb the Financial Services in Australia table. The brand has added +2 to its Overall Effort Score and has overtaken Westpac to take 10th – the highest position it’s ever recorded.

The brand has posted growth in all four Customer Effort pillars, most notably rises of +2 in Valuing the Customer and Speed of Resolving Problems.

In April, Macquarie unveiled its vision for AI to reduce the “cognitive load” for consumers, with more than 30 AI-augmented products and services in the works. How will this impact how easy the brand to do business with? The Customer Effort Index will keep track of whether this strategy is working.

Style of Communication

last quarter

46% say the politeness of their customer service agents is 'excellent'

42% 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'

40% rate how well the customer service agent understood their particular problem or question as 'good'

Valuing the Customer

last quarter

44% rate this brand as 'excellent' for how they made them feel valued/important as a customer

45% say the range of solutions or options that were suitable was "excellent"

61% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

42% 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"

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