Trends Report

The Australia Banking Customer Experience Index, 2017

How Australian Banks Earn Loyalty With The Quality Of Their Experience

January 22nd, 2018
With contributors:
Michael Barnes , Zhi-Ying Barry , Rick Parrish , Diane Deng , Harley Manning , Seles Sebastin , Bill Nagel

Summary

How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of nine banking brands that we analyzed as part of the Australia CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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