Trends Report

Forrester Infographic: Brand Communication And Action Drive Trust For Australian Banks

May 24th, 2021
With contributors:
Ashutosh Sharma , Katie Hampton , Apurva Mishra , Sukriti Dangi , Bill Nagel

Summary

Apart from spawning a health crisis in 2020, the pandemic inevitably also created an economic one, pushing financial institutions into the spotlight. Like their global peers, banks in Australia strove to rise to the occasion, responding in different ways to aid their customers. How well did they do? This report draws insights from Forrester's survey of 2,204 Australian banking customers to help customer experience professionals understand how Australians rated their banks' response during COVID-19 and how that affected their overall perception of bank brands.

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