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For Customer Experience Professionals

The Australia Superannuation Customer Experience Index, 2018

How Australian Superannuation Firms Earn (But Mostly Lose) Loyalty With The Quality Of Their Experience

May 8, 2019


Why Read This Report

How well do leading superannuation (retirement benefit fund) firms earn loyalty with the quality of their customer experience (CX)? For the first time, we reveal the complete rankings of seven superannuation firms that we analyzed as part of the Australia CX Index. Scores indicate that superannuation firms struggle to provide satisfactory CX, resulting in low customer loyalty and harming their business success. 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
  • Superannuation Firms Provide Satisfactory CX — Barely
  • Human Interactions Are Better Than Digital Ones In Driving Good CX
  • The Keys To Achieving CX Leadership For Superannuation Firms
  • Recommendations

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

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