59
VS
58
last Quarter
60
VS
59
last Quarter
Up has had a positive quarter. While the brand remains in ninth in the Financial Services in Australia table, it has added +1 to its Overall Effort Score, marking its first quarter of metric growth seen since the start of 2025.
Diving into the pillars, Valuing the Customer is up by +3, while Speed of Resolving Problems is up by +2. These gains have been slightly offset by -1 drop in Style of Communication.
Filters
vs
63last quarter
47% 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’
vs
59last quarter
52% rate the expertise of the customer service agent as 'excellent'
49% 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
60last quarter
56% rate this brand as 'excellent' for how they made them feel valued/important as a customer
51% say the way they understood their needs was 'excellent'
52% say the range of solutions or options that were suitable was "excellent"
vs
52last quarter
43% rate how easy it was to find the information they wanted on the website/app as 'excellent'
45% 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"
40% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'good'
