Data Overview Report

The Australia Banking CX Index Rankings, 2024

How Australian Banks Earn Loyalty With The Quality Of Their Customer Experience

May 24th, 2024
With contributors:
Rick Parrish , Chiara Bragato , 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 reveals the scores of nine banks in Australia that Forrester analyzed as part of the 2024 Customer Experience Index (CX Index™) study. It identifies the types of experiences that customers prefer and the drivers and the emotions that affect loyalty the most.

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