58
VS
58
last Quarter
59
VS
58
last Quarter
Up has dropped another place the Financial Services in Australia table this wave after being overtaken by Alex.
While its Overall Effort Score remains the same wave on wave – at 58, the pillars indicate one key area to focus on.
Its score for Speed of Resolving Problems is now at 52 – the lowest score the brand has ever posted for this figure.
Filters
vs
63last quarter
52% say the politeness of their customer service agents is 'excellent'
46% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'
vs
59last quarter
54% rate the expertise of the customer service agent as 'excellent'
49% rate how well the customer service agent understood their particular problem or question as 'excellent'
vs
60last quarter
54% rate this brand as 'excellent' for how they made them feel valued/important as a customer
51% say the range of solutions or options that were suitable was "excellent"
59% say they were 'very satisfied' with the outcome of their communication or contact
vs
55last quarter
43% rate how easy it was to find the information they wanted on the website/app as 'excellent'
47% 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"
41% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'good'
