62
VS
59
last Quarter
58
VS
56
last Quarter
National Australia Bank takes bronze in the Financial Services in Australia table this wave, entering the top three brands for the first time.
It’s a major achievement for the brand, which began 2024 in sixth.
The brand has added +3 points to its Overall Effort Score wave on wave, with growth across all four CEI pillars, most notably in the ‘Speed of Resolving Problems’ pillar, which grew by +4.
Filters
vs
65last quarter
50% 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’
vs
61last quarter
46% rate the expertise of the customer service agent as 'excellent'
46% say the way details were clearly explained to them was 'excellent'
48% rate how well the customer service agent understood their particular problem or question as 'excellent'
vs
59last quarter
43% rate this brand as 'excellent' for how they made them feel valued/important as a customer
43% say the range of solutions or options that were suitable was "excellent"
56% say they were 'very satisfied' with the outcome of their communication or contact
vs
55last quarter
40% rate how easy it was to find the information they wanted on the website/app as 'excellent'
45% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
45% say they made it ‘very easy’ to achieve what they set out to do
