Trends Report

The Australia Superannuation Customer Experience Index Rankings, 2022

How Brands Build Loyalty With The Quality Of Their Experiences

November 15th, 2022
Riccardo Pasto, Principal Analyst
Riccardo Pasto Principal Analyst
With contributors:
Rick Parrish , Michael Barnes , Michelle Yaiser , Seles Sebastin , 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 Australia’s superannuation firms manage their customers’ experiences? This year, we reveal the scores and rankings of seven superannuation brands. Customer experience (CX) professionals at superannuation firms can use this report to inform their ongoing improvement efforts.

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