National Australia Bank

Financial Services in Australia

Back to rankings

National Australia Bank overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

National Australia Bank has added +1 to its Overall Effort Score wave on wave, but that hasn’t been enough to take third place in the Financial Services in Australia table this time.

While AMP’s gain of +3 wave on wave snubbed National this time around, the brand has posted consistent scores wave on wave in three of the four pillars, and increased its Valuing the Customer score by +1.

In 2024, the bank refreshed its strategy in a bid to become more customer centre, grow the core business banking franchise, drive performance in deposits and improve proprietary home lending.

In the past six months it has increased its share of lending to small businesses, with CEO Andrew Irvine describing NAB as in “good shape”.

Focussing on these building blocks is a great to way to perform in Customer Effort, so it's no surprise to continue to see NAB doing well in the Index.

Style of Communication

last quarter

53% say the politeness of their customer service agents is 'excellent'

51% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

48% rate the expertise of the customer service agent as 'excellent'

49% say the way details were clearly explained to them was 'excellent'

49% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

46% rate this brand as 'excellent' for how they made them feel valued/important as a customer

47% 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

43% rate how easy it was to find the information they wanted on the website/app as 'excellent'

49% 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"

47% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'