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Bank of Queensland

  Financial Services in Australia

Bank of Queensland overall Effort Score: 59 Bank of Queensland vs 57 Bank of Queensland last quarter
Sector Effort Score benchmark: 56 Bank of Queensland vs 57 Bank of Queensland last quarter

The Bank of Queensland witnessed a fantastic three months after shooting eight places up the rankings to 3rd. 

Its Style of Communication score of 63 had a lot to do with this, with more than half of those calling the politeness of its customer service agents 'excellent'. It also managed to improve its Knowledge and Expertise score by +5 points to 59.

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Customer Effort in detail

Style of Communication 63 vs 56 last quarter

51% say the politeness of their customer service agents is 'excellent'

45% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 59 vs 54 last quarter

49% rate the expertise of the customer service agent as 'excellent'

46% say the way details were clearly explained to them was 'excellent'

49% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 59 vs 62 last quarter

45% 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'

59% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 58 vs 69 last quarter

45% rate how easy it was to find the information they wanted on the website/app as 'excellent'

46% 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"

53% say they made it ‘very easy’ to achieve what they set out to do

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.