Trends Report

The Australia Banking Customer Experience Index, 2020

How Australian Banks Earn Loyalty By Delivering Quality Experiences

October 8th, 2020
With contributors:
Michelle Yaiser , Michael Barnes , Harley Manning , 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 banks earn loyalty with the quality of their customer experience (CX)? We reveal the complete rankings of five banks that we analyzed as part of the Australia CX Index in 2020. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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