+353-1-416-8900REST OF WORLD
+44-20-3973-8888REST OF WORLD
1-917-300-0470EAST COAST U.S
1-800-526-8630U.S. (TOLL FREE)

PRINTER FRIENDLY

Customer Experience Management Study - Australia’s Banking Sector 2015

  • ID: 3506291
  • Report
  • Region: Australia
  • 107 Pages
  • Frost & Sullivan
1 of 3
Benchmarking Industry Excellence in Delivering Superior Customer Experience

FEATURED COMPANIES

  • ANZ Bank
  • Bankwest
  • National Australia Bank
  • Westpac
  • MORE
Customer experience is the accumulation of customers’ experiences throughout their journey with the supplier, across any and all functions, products/services, and various touchpoints. Frost & Sullivan explores the relationship of the experiences provided by Australia's retail banks. This research service takes a look at the critical factors that influence customer behaviour throughout the three phases - pre-purchase, purchase and post-purchase - of their journey through banks' touchpoints.

The research service utilises our proprietary Customer Experience Index (CEI) methodology, as well as the widely used Net Promoter Scores SM (NPS) methodology to understand the dynamics of the interactions between customers and their primary banks.

Note: Product cover images may vary from those shown
2 of 3

FEATURED COMPANIES

  • ANZ Bank
  • Bankwest
  • National Australia Bank
  • Westpac
  • MORE
1. Research Methodology
  • Research Approach
  • Research Step-by-Step Overview
  • Overview of Research Process
  • Sample Methodology
  • Data Collection Quality Process
  • Sample Distribution by Primary Bank
  • Sample Demographics-Age and Gender
  • Sample Demographics-Main Products Purchased
  • Customer Experience Index
2. Executive Summary
  • Customer Experience Management (CEM) for Australia’s Retail Banking in 2015-Introduction
  • Customer Experience-Definition
  • Factors for Choosing Primary Bank
  • Reason for Service Discontinuation
  • Preferred Channel Across Stages
  • Online vs. Call Centre
  • Customer Experience Index Score-Definition and Score
  • Overall Customer Experience Index (CEI) Score by Bank
  • Net Promoter Score (NPS)
  • Channel Integration
  • Product and Service Recommendation by Banks in Australia
  • Customer Loyalty Reward
3. CEM Study-Australia’s Retail Banking Sector 2015
  • Reason for Service Discontinuation
  • Service Discontinuation Breakdown
  • Most Often Used Channels for Banking
  • Average Frequency of Branch Visit by Primary Bank
  • Top Channels by Transaction
  • Customers’ Priority-Experience Matrix
  • Customers’ Frequency-Experience Matrix
  • Degree of Channel Integration
  • Priority of Superior Customer Experience and Living up to Sales Promises
  • Customer Loyalty Reward
  • Proactivity Rating by Bank
  • Customer Experience with Touchpoints
4. Understanding Pre-Purchase Behaviour
  • Factors for Choosing Primary Bank
  • Product and Service Recommendation by Banks in Australia
  • Channel Used at Pre-Purchase Stage
  • Channel Used for Pre-Purchase Enquiry
  • Customer Experience with Touchpoints
  • Evaluation of Experience in the Pre-Purchase Stage by Indicators
5. Understanding Purchase Behaviour
  • Channel Used
  • Customer Experience with Touchpoints
  • Degree of Satisfaction/Dissatisfaction-Branch Channel
  • Degree of Satisfaction/Dissatisfaction-Online & Mobile App Channels
  • Degree of Satisfaction/Dissatisfaction-ATM & Sales Agent
  • Degree of Satisfaction/Dissatisfaction-Call Centre
6. Understanding Post-Purchase Behaviour
  • Channels Revisited for Post-Sale Enquiry
  • Channel Used for Post-Purchase Enquiry
  • Customer Experience with Touchpoints
  • Evaluation of Experience at the Post-Purchase Stage by Customer Experience Indicators
7. Analysis by Customer Experience Index (CEI)
  • Customer Loyalty, Recommendation and Additional Purchase
  • Overall CEI Score by Channels/Touchpoints
  • Overall CEI Score by Bank
  • CEI Score for Online
  • CEI Score for Mobile
  • CEI Score for Self-Service (ATM)
  • CEI Score for Branch
  • CEI Score for Call Centre
  • Net Promoter Score (NPS)
8. Analysis by Company-Commonwealth Bank of Australia
  • Commonwealth Bank of Australia-Customer Transaction Preference
  • Commonwealth Bank of Australia-Customer Priority-Experience Profile
  • Commonwealth Bank of Australia-Frequency of Interaction-Customer Experience
  • Commonwealth Bank of Australia-Rating for Competitive Factors
9. Analysis by Company-Westpac
  • Westpac-Customer Transaction Preference
  • Westpac: Customer Priority-Experience Profile
  • Westpac: Frequency of Interaction-Customer Experience Profile
  • Westpac-Rating for Competitive Factors
10. Analysis by Company-ANZ Bank
  • ANZ Bank-Customer Transactions’ Preference
  • ANZ Bank: Customer Priority-Experience Profile
  • ANZ Bank: Frequency of Interaction-Customer Experience Profile
  • ANZ Bank-Rating for Competitive Factors
11. Analysis by Company-National Australia Bank
  • National Australia Bank-Customer Transaction Preference
  • National Australia Bank-Customer Priority-Experience Profile
  • National Australia Bank: Frequency of Interaction-Customer Experience Profile
  • National Australia Bank’s Rating for Competitive Factors
12. Analysis by Company-Bankwest
  • Bankwest-Customer Transaction Preference
  • Bankwest: Customer Priority-Experience Profile
  • Bankwest: Frequency of Interaction-Customer Experience Profile
  • Bankwest-Rating for Competitive Factors
13. Final Words-What We are Excited About
  • Would Improving Customer Rewards Programme be a Game-changer?
  • Would Banks be Able to Better Understand Customers’ Needs and Demands in this Online-driven Industry?
  • Would Banks Still Benefit from Giving Better Rates After Regulator Intervention?
Appendix
  • Definitions
Note: Product cover images may vary from those shown
3 of 3

Loading
LOADING...

4 of 3
- ANZ Bank
- Bankwest
- Commonwealth Bank of Australia
- National Australia Bank
- Westpac

Note: Product cover images may vary from those shown
Adroll
adroll