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Financial Services in Australia

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Suncorp Logo
Suncorp Bank overall Effort Score
Black Star 1

60

VS

Black Star 2

54

last Quarter

Sector Effort Score benchmark
Black Star 3

58

VS

Black Star 4

56

last Quarter

Brand analysis

Suncorp is the one to watch in this wave’s Financial Services in Australia results. The brand has added +6 points to its Overall Effort Score and is now joint-fifth in the rankings – alongside Suncorp – up from ninth in Q4 2024.

The rise is the result in growth across all four pillars of the Customer Effort Index. Most notability, ‘Valuing the Customer is up +8 on last quarter. Meanwhile, ‘Speed of Resolving Problems’ is up +7, and ‘Style of Communication’ and ‘Knowledge & Expertise’ is up +6 wave on wave.

Last year, Suncorp announced a new initiative with Microsoft to adopt “AI-driven solutions to streamline internal processes, enhance customer interactions, and support operational improvements,” according to Insurance Business Mag.

We should expect to see much more success this year if that's the case.

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Style of Communication
65

vs

59

last quarter

46% say the politeness of their customer service agents is 'excellent'

45% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

 
Knowledge & Expertise
60

vs

56

last quarter

41% rate the expertise of the customer service agent as 'excellent'

39% say the way details were clearly explained to them was 'good'

46% rate how well the customer service agent understood their particular problem or question as 'excellent'

 
Undertanding & Valuing the Customer
61

vs

53

last quarter

40% rate this brand as 'good' for how they made them feel valued/important as a customer

37% say the range of solutions or options that were suitable was "excellent"

48% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed Solving the Problem
58

vs

51

last quarter

34% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'good'

44% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

43% say they made it ‘very easy’ to achieve what they set out to do