Trends Report

The Australia Banking Customer Experience Index Rankings, 2022

How Brands Earn Loyalty By Delivering Quality Experiences

December 5th, 2022
Riccardo Pasto, Principal Analyst
Riccardo Pasto Principal Analyst
With contributors:
Rick Parrish , Michael Barnes , Michelle Yaiser , Aidan Riga , Bill Nagel

Summary

The past 12 months have been a roller-coaster ride for consumers and brands. COVID-19 cases and deaths have declined, allowing consumers to return to a degree of normalcy in their social lives and brand interactions. Meanwhile, supply issues, staffing shortages, and rising costs hamper firms’ efforts to return to that same pre-pandemic “normal.” How well did Australian banks manage their customers’ experiences? This year, we reveal the scores and rankings of eight banks. Customer experience (CX) professionals at banks can use this report to inform their ongoing improvement efforts.

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