Up has dropped to 5th in the Australian Financial Services after its Overall Effort Score declined by a whopping -5 points to 55.
While all four pillars have experienced a significant drop in score, the decline in its Overall Effort Score is attributed to a decline of -7 points in Speed of Resolving the Problem.
Diving into why the pillar has had such a large drop, it’s because 8% fewer customers said the bank made it ‘very easy’ to achieve what they set out to do, declining to 42% from 50% last quarter. What’s more, 6% fewer customers rated how easy it was to find the information they wanted as ‘excellent’.
There were some positives for the bank, however. Under the same pillar, 41% rated how they were able to speak to a customer service agent that can help them with their query as ‘excellent’.