Australian Banking Brand and Trust Index - Q2 FY20 Report
Description
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.
Research notes
Commencing in December 2019, Australian Banking Brand and Trust Index is a tracking study that collects data on a monthly basis, providing industry participants with a real-time view key metrics including brand awareness, trust, customer satisfaction and likelihood to recommend.