Skip to Content
Financial Services in Australia

  Financial Services in Australia

  • Sector average score 57 Financial Services in Australia
  • Knowledge & Expertise 62
  • Style of Communication 57
  • Speed of Resolving Problems 61
  • Valuing the Customer 62

Bendigo Bank retains its spot at the top of chart for the third wave in a row with an Overall Effort Score of 67. 

But the one to watch is Bank of Queensland, which is one of the fastest-growing brands in the entire Customer Effort Index. In Q4 2023 it ranked 11th in our table with an Overall Effort Score of 55. It is now third with a score of 59. 

Spare a thought to for Suncorp Bank, once sitting comfortably at third and now at ninth after losing -7 points in Overall Effort Score in just six months. It comes after the bank was rocked by a cyber attack in April. Did the business do enough to make it easy for customers who were effected to get an answer? 

 
Rank
Brand
Effort
Knowledge
&
Expertise
Style
of
Communication
Speed
of
Resolving
Problems
Valuing
the
Customer
NPS
1
67
Knowledge & Expertise 68
Style of Communication 71
Speed of Resolving Problems 65
Valuing the Customer 66
NPS -32
2
60
Knowledge & Expertise 58
Style of Communication 62
Speed of Resolving Problems 60
Valuing the Customer 61
NPS -23
3
59
Knowledge & Expertise 59
Style of Communication 63
Speed of Resolving Problems 58
Valuing the Customer 59
NPS -42
3
59
Knowledge & Expertise 58
Style of Communication 57
Speed of Resolving Problems 56
Valuing the Customer 63
NPS 32
5
58
Knowledge & Expertise 60
Style of Communication 65
Speed of Resolving Problems 54
Valuing the Customer 59
NPS 9
5
58
Knowledge & Expertise 60
Style of Communication 63
Speed of Resolving Problems 55
Valuing the Customer 58
NPS -13
5
58
Knowledge & Expertise 60
Style of Communication 61
Speed of Resolving Problems 56
Valuing the Customer 57
NPS -48
8
56
Knowledge & Expertise 57
Style of Communication 60
Speed of Resolving Problems 52
Valuing the Customer 56
NPS -16
9
55
Knowledge & Expertise 58
Style of Communication 62
Speed of Resolving Problems 51
Valuing the Customer 55
NPS -44
10
54
Knowledge & Expertise 57
Style of Communication 62
Speed of Resolving Problems 50
Valuing the Customer 55
NPS -22
11
52
Knowledge & Expertise 56
Style of Communication 56
Speed of Resolving Problems 47
Valuing the Customer 51
NPS -45
12
49
Knowledge & Expertise 51
Style of Communication 55
Speed of Resolving Problems 46
Valuing the Customer 53
NPS -44
13
43
Knowledge & Expertise 43
Style of Communication 46
Speed of Resolving Problems 41
Valuing the Customer 45
NPS -14
Customise the table to embed on your site Embed selected rows
Last updated: Apr 2024 Next update: Jul 2024
Show
  Bendigo Bank

  Bank of Queensland

  Commonwealth Bank of Australia

  National Australia Bank

  Suncorp Bank

  Westpac Banking Corporation

  Macquarie Bank

The Performance Tracker was designed for viewing on larger screens. Please revert to desktop viewing for optimal user experience.

Last updated: Apr 2024 Next update: Jul 2024
  • The main dips this wave for the financial services industry as a whole were recorded in the Speed of Resolving Problems and Valuing the Customer pillars. All pillars have seen a convergence in their scores, indicating a more competitive market in Customer Effort.
We say It's no longer enough to just follow the pack in Customer Effort. Consumers are crying out for innovative ways to manage their finances quickly and efficiently. Which brand will be the first to get it right?
Image 05

Customer Effort Scores for the quarter are presented in the rankings, ordered by highest Overall Effort Score first, to show which brand scored highest with its customers for that period. Individual brand ratings against the four pillars take us underneath that Overall Effort Score, with brand-specific explanatory analysis from the CEI Editorial team.

You can use the display above to toggle between score, ranking and individual pillars. Clicking 'Performance Tracker'  enables you to analyse the performance over time.

The Customer Effort Index is calculated using a self-referential scale that is recomputed every wave based on what the minimum and maximum values are. This enables us to see how each brand is performing compared to the others within the data set. See About for more on the methodology. 

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.