Aussie Companies Are Crap At Customer Experience

Aussie Companies Are Crap At Customer Experience
SHARE
THIS



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:

Industry

Highest-scoring Brand(s)

Lowest-scoring Brand(s)

Auto and Home Insurance Providers

RACQ

QBE

Banks

Bendigo Bank

National Australia Bank,

Westpac Bank (tie)

Credit Card Providers

Commonwealth Bank of Australia,

Westpac Bank (tie)

ANZ

Digital-only Retailers

Amazon

Big W

Internet Service Providers

iiNet

Dodo

Traditional Retailers (stores and digital)

The Good Guys

Woolworths Supermarkets

TV Service Providers

Optus

Foxtel

Mobile Service Providers

amaysim

Telstra, TPG (tie)

Please login with linkedin to comment

Salary Sphere Agency

Latest News

Optus Offers Victorians Free Access To Optus Sport
  • Media

Optus Offers Victorians Free Access To Optus Sport

Locked down Victorians who don’t currently have an Optus Sport subscription will have complimentary access to Optus Sport from this weekend to enjoy the UEFA Champions League tournament plus access to premium health and fitness content through the Optus Sport app. UEFA Champions League – the world’s premier continental football tournament – kicks off at […]

Torrens University Australia Launches ‘Career Crush’ Via VCCP Sydney & Lash
  • Campaigns

Torrens University Australia Launches ‘Career Crush’ Via VCCP Sydney & Lash

Torrens University Australia has launched ‘Career Crush’ via VCCP Sydney and Lash, to help match students with a career they’ll love. Career Crush is an online quiz that determines prospective students’ personal strengths, passions and aspirations to match them with the careers and courses they’re most compatible with. One of the toughest decisions young people […]

Pedestrian Partners With With NZ’s Mi9 To Expand Commercial Offering
  • Media

Pedestrian Partners With With NZ’s Mi9 To Expand Commercial Offering

Pedestrian Group has partnered with Nine subsidiary Mi9 New Zealand to offer NZ brands the opportunity to partner with the likes of Business Insider Australia, Pedestrian.tv and Gizmodo Australia. Next month, Mi9 New Zealand will be representing Pedestrian Group in the NZ market, offering clients the opportunity to work with leading youth publications including Lifehacker […]

VCNI To Launch SVOD Service Featuring ViacomCBS Content, Replaces 10 All Access
  • Media

VCNI To Launch SVOD Service Featuring ViacomCBS Content, Replaces 10 All Access

ViacomCBS Networks International (VCNI), a division of ViacomCBS, is launching a premium streaming service internationally, appealing to audiences of all ages. The new SVOD service will start its international roll-out early in 2021, offering exclusive premieres of all new SHOWTIME series, including Halo and American Rust. CBS All Access originals will also premiere exclusively on the new service, such […]

Optus ‘Yes’ Brand Mark Taken Into New Territory By FutureDeluxe
  • Media

Optus ‘Yes’ Brand Mark Taken Into New Territory By FutureDeluxe

As part of a larger project to refine their brand with partner branding agency Re, Optus have engaged experimental creative studio FutureDeluxe to explore how the iconic ‘Yes’ brand mark behaves in a sophisticated 3D environment. FutureDeluxe have produced a series of 8x idents and a number of static key visuals which will be used […]

Emotive Partners With YouTube And The United Nations
  • Media

Emotive Partners With YouTube And The United Nations

Creative agency, Emotive, and Good Oil Films, is partnering with YouTube and the United Nations to raise awareness around the importance of quality education, which forms part of the UN’s Global Goals for sustainable development.