Trends Report

The Australia Banking Customer Experience Index Rankings, 2023

How Banks In Australia Earn Loyalty With The Quality Of Their Experiences

December 29th, 2023
With contributors:
Dane Anderson , Rick Parrish , Arief Tjitra Salim , Janis Teo , Bill Nagel


How customers perceive a brand influences how much they are willing to spend with the brand and whether they will recommend it to others, as well as how likely they are to forgive the brand’s missteps. This report answers the question, “Which banks in Australia provide the best customer experience (CX)?” This report reveals the rankings of eight multichannel banking brands that we analyzed as part of the Australia Customer Experience Index (CX Index™). Banking CX professionals in Australia can use this report to inform their ongoing CX improvement efforts.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.