Leadership in customer engagement is a key factor for future success


In our digital world, CX software tools are now simplifying the measurement and tracking of customer feedback. Results are now available in real time, enabling faster turnaround of insights and the integration of multiple data sets that help manage the customer experience.

What remains more difficult to measure is how well an organisation is performing relative to its competitors in an unbiased holistic context.

This is why we’ve created the Australian Banking Index, an impartial study tracking over major banks on key factors such as brand awareness, product penetration, customer satisfaction, NPS Score ® and Trust Score. 

The report shares the results of the inaugural wave of data collection underpinning the Index. Future waves will allow for tracking of changes over time to provide greater context.

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Australia’s most trusted banks 

Bendigo Bank was found to be Australian’s most trusted bank.

RACQ Bank and ING followed closely behind, indicating second tier banks are the leaders in what the general public consider ‘do what is right’. 

Complete ranking featuring 28 Australian banks is available in the report.

Likelihood for customers to recommend their banks

Bendigo Bank

Net Promoter Score ® is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s product of services to others.

Our research shows out of the 14 banks included only 4 received a positive score.

Find out which banks fell under the benchmark in the full report.

Bottom Rank

Learn more about customer engagement across the Australian banking industry

Full insights report (PDF)

This insights report summarises the key performance areas across banks in Australia such as brand awareness, trust, satisfaction and more.

Download this free report and get notified when it’s refreshed each quarter.

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Complete access to the data set

Subscribe to this index to obtain access to the full data including access to data refreshes each quarter and the ability to segment data by:

  • Age
  • Gender
  • Location
  • Household Income
  • Product Holdings

Enquire to find out more.

  • Main Financial Institution
  • Education
  • Employment Status
  • Home Ownership Status
  • Voting Preferences
ENQUIRE ABOUT DATA ACCESS

Australian Banking Brand and Trust Index Q3 FY20 Report Release

 
 

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