Skip to Content
Suncorp Bank

  Financial Services in Australia

Suncorp Bank overall Effort Score: 54 Suncorp Bank vs 54 Suncorp Bank last quarter
Sector Effort Score benchmark: 56 Suncorp Bank vs 55 Suncorp Bank last quarter

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.   

close FILTERS  
Show
  •  
  •  
  •  
  •  
  •  

Customer Effort in detail

Style of Communication 59 vs 60 last quarter

46% 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 56 vs 57 last quarter

41% rate the expertise of the customer service agent as 'excellent'

39% say the way details were clearly explained to them was 'good'

46% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 53 vs 53 last quarter

40% rate this brand as 'good' for how they made them feel valued/important as a customer

40% say the way they understood their needs was 'excellent'

48% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 51 vs 50 last quarter

34% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'good'

44% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

43% 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.