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Macquarie Bank

  Financial Services in Australia

Macquarie Bank overall Effort Score: 49 Macquarie Bank vs 48 Macquarie Bank last quarter
Sector Effort Score benchmark: 56 Macquarie Bank vs 55 Macquarie Bank last quarter

It’s been a good quarter for Macquarie Bank's CEI performance, which has had a +1 point increase in its Overall Effort Score. This follows last quarter’s -1 point drop.

Unfortunately, this increase wasn’t enough to bring the Bank further up the rankings this time, and it remains at the bottom of the Australian Financial Services rankings, – 4 points behind Suncorp Bank.

The reason behind this increase, however, is score boosts across all four pillars. Knowledge & Expertise and Style of Communication experienced +1 point increases to 49 and 54 respectively. But Speed Resolving the Problem and Valuing the Customer went up +2 points to 47 and 55 respectively.

Diving into its Valuing the Customer pillar, 39% of Macquarie Bank’s customers said the way they understood their needs was 'excellent', and 54% said they were 'very satisfied' with the outcome of the bank’s communication and/or contact when they needed them.

Under the Speed of Resolving Problems pillar, 41% rated the bank highly for being able to speak to a team member that could help resolve their issue and 42% stated how ‘easy’ it was to achieve what they set out to do.

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Customer Effort in detail

Style of Communication 55 vs 54 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 and Expertise 48 vs 48 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'

Understanding & Valuing the Customer 55 vs 53 last quarter

36% rate this brand as 'excellent' for how they made them feel valued/important as a customer

39% say the way they understood their needs was 'excellent'

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

Speed Solving the Problem 47 vs 45 last quarter

37% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'excellent'

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

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.