National Australia Bank

Financial Services in Australia

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National Australia Bank overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

National Australia Bank’s (NAB) has dropped from fourth to fifth in this wave’s records after its Overall Effort Score remained flat vs Q2 2025.

Diving into the pillars, it’s a mixed bag for the brand with Speed of Resolving Problems up by +1 vs last wave and Knowledge & Expertise down by -1. Style of Communication and Valuing the Customer have remained flat.

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

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

Style of Communication

last quarter

52% say the politeness of their customer service agents is 'excellent'

49% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

49% rate the expertise of the customer service agent as 'excellent'

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

47% 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

48% say the way they understood their needs was 'excellent'

62% 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'

51% 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"

54% say they made it ‘very easy’ to achieve what they set out to do