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For Customer Experience Professionals

The Australia Superannuation Customer Experience Index, 2020

How Australian Superannuation Firms Earn Loyalty By Delivering Quality Experiences

October 8, 2020

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Why Read This Report

Customer loyalty influences how often customers frequent a brand, how much they spend with it, whether or not they recommend it, and how likely they are to forgive the brand's missteps. How well do leading Australian superannuation firms earn loyalty with the quality of their customer experience (CX)? We reveal the complete rankings of seven superannuation firms that we analyzed as part of the Australia Customer Experience Index (CX Index™) in 2020. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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Table of Contents

  • Forrester's CX Index Methodology And COVID-19
  • Colonial First State Retakes The Top Spot
  • The Keys To Achieving CX Leadership For Superannuation Firms
  • Recommendations

  • Chart Your Course To CX Transformation
  • What It Means

  • How Forrester Can Help
  • Supplemental Material
  • Related Research Documents

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