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For Customer Experience Professionals

The Australia Banking Customer Experience Index, 2019

How Australian Banks Earn (And Lose) Loyalty With The Quality Of Their Experience

April 1, 2020

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Why Read This Report

How well do leading banks earn loyalty with the quality of their customer experience (CX)? This report reveals the complete rankings of eight banks that we analyzed as part of the Australia CX Index in 2019. We also unveil trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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Table of Contents

  • Forrester's Customer Experience Index Methodology
  • ING Bank Takes The Top Spot From Bendigo Bank
  • The Keys To Achieving CX Leadership For Australian Banks
  • Recommendations

  • Ground Your CX Program In Driver Analysis
  • How Forrester Can Help
  • Supplemental Material
  • Related Research Documents

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