After maintaining its Overall Effort Score of 54 wave on wave, Suncorp Bank has dropped 1 place to 9th position in the Australian Financial Services rankings.
Three of the bank’s pillars have remained the same this quarter, but Speed of Resolving Problems has increased +1 point to 51. This can be attributed to 2ppt more of Suncorp Bank's customers rating them as ‘excellent’ on how easy it was for them to find what they wanted on its website and/or app.
44% of the bank's customers ranked them highly for being able to speak with a customer service agent that could help them with their query straight away.
Although scores have largely stayed the same, there have been some movements in what the bank is ranked on. Take Knowledge & Expertise: 46% of its customers said the bank’s customer service agents understood their particular problem or question straight away - a 2ppt increase.
There was a 2ppt drop in the number of customers who ranked the bank as ‘excellent’, however, for its expertise/knowledge for their particular issue.