Trends Report

The Australia Superannuation Customer Experience Index, 2020

How Australian Superannuation Firms Earn Loyalty By Delivering Quality Experiences

October 8th, 2020
Riccardo Pasto, Principal Analyst
Riccardo Pasto Principal Analyst
With contributors:
Michael Barnes , Harley Manning , Michelle Yaiser , Seles Sebastin , Bill Nagel

Summary

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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