The Bank of Queensland has once again had a strong three months, as its Overall Effort Score jumps +3 points to 62.
Its Knowledge and Expertise score of 61 has had a lot to do with this, with 56% rating how well the bank’s customer service agent understood their particular problem or question as ‘excellent’. The bank has also increased its expertise and customers have noticed, with more than half (51%) rating it as ‘excellent’.
The bank's Style of Communication has also gone from strength-to-strength. Three months ago, its score was 63, which has now increased by +2 points to 65. This is due to 56% of customers calling the politeness of its customer service agents ‘excellent’. Almost half (49%) also rated the bank's ability to communicate with them in their chosen language as ‘excellent’.
The bank has also managed to increase the Speed of Resolving Problems by +2 points to 60 and Valuing the Customers by +4 points to 63 from 59.