Aussie Companies Are Crap At Customer Experience

Aussie Companies Are Crap At Customer Experience

While most Aussie companies say customer experience is constantly at the forefront of their strategy, research from Forrester suggests most companies are actually rubbish at it.

The findings come from the Forrester Customer Experience Index, the 2015 Australian report, by senior analyst Thomas McCann.

Only 17 per cent of the businesses surveyed by 9000 consumers appeared in the ‘good’ category with 31 per cent finding themselves in the ‘poor’ category.

The best and worst performing brands in Australia by industry:


Highest-scoring Brand(s)

Lowest-scoring Brand(s)

Auto and Home Insurance Providers




Bendigo Bank

National Australia Bank,

Westpac Bank (tie)

Credit Card Providers

Commonwealth Bank of Australia,

Westpac Bank (tie)


Digital-only Retailers


Big W

Internet Service Providers



Traditional Retailers (stores and digital)

The Good Guys

Woolworths Supermarkets

TV Service Providers



Mobile Service Providers


Telstra, TPG (tie)

Please login with linkedin to comment

Salary Sphere Agency

Latest News

Kyle Sandilands and Jackie Henderson (Kyle & Jackie O) from KIIS at the 2015 ACRA Awards
  • Media

Kyle & Jackie O Crowned Best On-Air FM Team At 2018 Commercial Radio Awards

KIIS 1065 breakfast duo Kyle Sandilands and Jackie “O” Henderson have won the Best On-Air Team (Metro FM) category at the 30th Australian Commercial Radio Awards (ACRAs). Held on Saturday night at the Melbourne Exhibition and Convention Centre, and hosted by The Chaser’s Chris Taylor and Andrew Hansen, the ACRAs celebrated the best and brightest talent in […]

Digital Asset Management Solution Collaboro A Natural Fit With Open Data Initiative
  • Technology

Digital Asset Management Solution Collaboro A Natural Fit With Open Data Initiative

Digital asset management solution Collaboro claims its offering is a natural fit with Adobe’s, Microsoft’s and SAP’s new Open Data Initiative, as more organisations centralise their data on a single platform to improve their customer management and improve marketing performance.   According to Warwick Boulter (main photo), co-founder and CEO of Collaboro, a leading full-service solution for managing enterprise-level […]