58
VS
58
last Quarter
58
VS
56
last Quarter
Up has taken a tumble in the Customer Effort Index this wave. In Q4 2024 it ranked fifth, but it is starting 2025 at eighth.
This is a particularly cruel result considering that its Overall Effort Score remains unchanged from last wave – 58. It’s just that other brands have caught up.
Bankwest, Suncorp and Commonwealth Bank of Australia all added to their scores, pushing Up down.
Filters
vs
62last quarter
51% say the politeness of their customer service agents is 'excellent'
43% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
vs
59last quarter
47% rate the expertise of the customer service agent as 'excellent'
43% say the way details were clearly explained to them was 'excellent'
42% rate how well the customer service agent understood their particular problem or question as 'excellent'
vs
58last quarter
49% rate this brand as 'excellent' for how they made them feel valued/important as a customer
44% say the range of solutions or options that were suitable was "excellent"
56% say they were 'very satisfied' with the outcome of their communication or contact
vs
57last quarter
44% rate how easy it was to find the information they wanted on the website/app as 'excellent'
50% 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"
45% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'
