Trends Report

The Australia Banking Customer Experience Index, 2021

How Australian Banks Earn Loyalty By Delivering Quality Experiences

November 8th, 2021
With contributors:
Michelle Yaiser , Michael Barnes , Harley Manning , Seles Sebastin , Bill Nagel


How customers perceive a brand influences how much they spend with the brand and whether they recommend it, as well as how likely they are to forgive the brand’s missteps. This report answers the question of which banks in Australia provide the best customer experience (CX) and how they’re improving the quality of those experiences. We reveal the complete rankings of five banks that we analyzed as part of the Australia CX Index in 2021. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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