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Bendigo Bank

  Financial Services in Australia

Bendigo Bank overall Effort Score: 67 Bendigo Bank vs 68 Bendigo Bank last quarter
Sector Effort Score benchmark: 56 Bendigo Bank vs 57 Bendigo Bank last quarter

Despite dropping in all four pillars Bendigo Bank retains a healthy position at the top of the rankings with an Overall Effort Score of 67, a -1 drop but still a healthy +7 points ahead of any of its rivals

The bank will be looking to curb its scoring drops however, with all four seeing falls of at least -19. Its Speed at Resolving Problems drop of -29 is the main cause for concern, which the company will be looking to rectify next quarter.

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Customer Effort in detail

Style of Communication 71 vs 89 last quarter

61% say the politeness of their customer service agents is 'excellent'

52% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 68 vs 91 last quarter

56% rate the expertise of the customer service agent as 'excellent'

52% say the way details were clearly explained to them was 'excellent'

59% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 66 vs 92 last quarter

54% rate this brand as 'excellent' for how they made them feel valued/important as a customer

58% say the way they understood their needs was 'excellent'

66% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 65 vs 94 last quarter

46% rate how easy it was to find the information they wanted on the website/app as 'excellent'

54% 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"

60% 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.