Trends Report

The Australia Superannuation Customer Experience Index, 2018

How Australian Superannuation Firms Earn (But Mostly Lose) Loyalty With The Quality Of Their Experience

May 8th, 2019
With contributors:
Rick Parrish , Michael Barnes , Harley Manning , Seles Sebastin , Bill Nagel


How well do leading superannuation (retirement benefit fund) firms earn loyalty with the quality of their customer experience (CX)? For the first time, we reveal the complete rankings of seven superannuation firms that we analyzed as part of the Australia CX Index. Scores indicate that superannuation firms struggle to provide satisfactory CX, resulting in low customer loyalty and harming their business success. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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