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.