Suncorp Bank

Financial Services in Australia

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Suncorp Bank overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

A modest bump in Overall Effort Score for Suncorp sees the brand take sixth in this wave’s Financial Services in Australia table.

It’s +1 Overall Effort Score increase is down to growth in three of the four CEI pillars, with Speed of Resolving Problems and Style of Communication both up by +1 and Valuing the Customer by +2. Knowledge & Expertise has remained flat 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 may be seeing this strategy paying off for Customer Effort, with three consistent rises in score in 2025.

Style of Communication

last quarter

49% say the politeness of their customer service agents is 'excellent'

52% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

46% rate the expertise of the customer service agent as 'excellent'

48% 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'

Valuing the Customer

last quarter

42% rate this brand as 'excellent' for how they made them feel valued/important as a customer

46% say the way they understood their needs was 'excellent'

45% say the range of solutions or options that were suitable was "excellent"

Speed of Resolving Problems

last quarter

41% rate how easy it was to find the information they wanted on the website/app as 'excellent'

48% 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"

43% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'