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For Customer Experience Professionals

The Australia Superannuation Customer Experience Index, 2019

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

April 1, 2020

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Why Read This Report

How well do leading superannuation (retirement benefit fund) firms earn loyalty with the quality of their customer experience (CX)? This report reveals the complete rankings of seven superannuation firms that we analyzed as part of the Australia CX Index in 2019. Scores indicate that superannuation firms still 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 Continue To Struggle To Deliver 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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