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Financial Services

  US, UK & Australia Financial Services

  • Sector average score 59 Financial Services
  • Knowledge & Expertise 64
  • Style of Communication 62
  • Speed of Resolving Problems 64
  • Valuing the Customer 65

We're seeing consistency wave on wave in Financial Services with the US continue to lead the pack. Australia, which dipped from 1st to 3rd in Q1 2024 has remained there for this wave. 

 
Rank
Country
Effort
Knowledge
&
Expertise
Style
of
Communication
Speed
of
Resolving
Problems
Valuing
the
Customer
NPS
1
US US
61 US
Knowledge & Expertise 67
Style of Communication 63
Speed of Resolving Problems 68
Valuing the Customer 68
Avg. NPS -1
2
UK UK
59 UK
Knowledge & Expertise 63
Style of Communication 65
Speed of Resolving Problems 64
Valuing the Customer 64
Avg. NPS -34
3
AU AU
57 AU
Knowledge & Expertise 62
Style of Communication 57
Speed of Resolving Problems 61
Valuing the Customer 62
Avg. NPS -22
Last updated: Apr 2024 Next update: Jul 2024

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Last updated: Apr 2024 Next update: Jul 2024
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Customer Effort Scores for the quarter are presented in the rankings, ordered by highest Overall Effort Score first, to show which brand scored highest with its customers for that period. Individual brand ratings against the four pillars take us underneath that Overall Effort Score, with brand-specific explanatory analysis from the CEI Editorial team.

You can use the display above to toggle between score, ranking and individual pillars. Clicking 'Performance Tracker'  enables you to analyse the performance over time.

The Customer Effort Index is calculated using a self-referential scale that is recomputed every wave based on what the minimum and maximum values are. This enables us to see how each brand is performing compared to the others within the data set. See About for more on the methodology. 

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.