Bendigo Bank retains a healthy position in the rankings, despite dropping in three pillars. The bank’s Overall Effort Score has dropped by -1 point to 66, but remains buoyant, ranking ahead of its rivals.
The company saw some quite significant drops last quarter and while they’ve slowed down, its customers have marked them down in other key metrics. For example, its Knowledge & Expertise score has declined by -1 after 5% less of its customers rated the expertise of the customer service agent as ‘excellent’.
It has managed to maintain the score of Valuing the Customer. Its customers rated them higher in how they made them feel valued as customers and rated the way they understood their needs as ‘excellent’. This quarter, however, the bank should focus on increasing customers' rating of the outcome of their communication and contact, which dropped by 9%.