Like Danny (John Travolta) in Grease trying to win back Aussie Sandy (Olivia Newton-John), Australian companies need to shape up to deliver CX that creates and sustains customer loyalty.
For close to a decade, Forrester has been tracking how Australian customers rate their experience with banks, supers, as well as federal and state-level government agencies. Our latest research, the 2024 Australia Customer Experience Index (CX Index™) reveals that most brands and agencies in our study saw the quality of their CX either flat-lining or declining, which is not what we predicted. The study reveals that:
To learn more about the 2024 Australia CX Index, read the full reports of our CX Index reports featuring the banking, investment, super, and government sectors, or schedule a guidance session with me.
