Forrester's 2022 CX Index: Customer Experience Quality Of Financial Services Firms In Australia Declines Significantly
Bendigo Bank emerged as the new banking leader and Colonial First State topped the superannuation rankings SYDNEY, Dec. 8, 2022 /PRNewswire/ --According to Forrester's(Nasdaq: FORR) 2022 Australia Customer Experience Index (CX Index), the customer experience quality of both the banking and superannuation industries have declined significantly, with the average CX scores falling from 69.2 to 60.5 and 66.7 to 62.5 (on a 100-point scale), respectively. Bendigo Bank, Macquarie Bank, and Suncorp are the only brands to provide "good" CX this year, with the rest of the financial service...