Save or Share this Report

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

May 8, 2019

Authors

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.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).

Purchase

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

Recommended Research