Streamlined checkout reduces drop-off
Upgraded forms and fewer redirects cut errors by 18%.
Monthly customer experience benchmarks tracking performance, drivers and trends across the Australian retail banking sector.
Customer experience in Retail Banking is shaped by high service expectations, frequent interactions, and increasing reliance on digital channels. Customers have low tolerance for friction during critical moments such as onboarding, payments and issue resolution, making consistency and reliability central to experience perception. CXBI tracks how effectively retail banks are meeting these expectations over time, based on real-world customer feedback.
month 3 - Retail Banking customer experience continued to improve in September, driven primarily by digital ease and delivery reliability. Gains were broad-based, with stronger momentum outside metropolitan areas.
| Month | Supermarkets CXBI | All Industry CXBI | Industry Cohen's Gap |
|---|---|---|---|
| 2024-09 | -0.080 | -0.060 | Minor |
| 2024-10 | -0.050 | -0.040 | Minor |
| 2024-11 | 0.000 | -0.010 | None |
| 2024-12 | 0.010 | 0.000 | None |
| 2025-01 | 0.030 | 0.010 | Minor |
| 2025-02 | 0.020 | 0.010 | None |
| 2025-03 | 0.010 | 0.000 | None |
| 2025-04 | 0.020 | 0.010 | None |
| 2025-05 | 0.030 | 0.020 | None |
| 2025-06 | 0.020 | 0.010 | None |
| 2025-07 | 0.020 | 0.010 | None |
| 2025-08 | 0.031 | 0.015 | Minor |
Deeper analysis shows onboarding friction disproportionately impacts new-to-category customers.
Upgraded forms and fewer redirects cut errors by 18%.
New SLAs decreased late deliveries by 11%.
First-contact resolution improved by 7% with better routing.
The CXBI Retail Banking Reports archive tracks monthly customer experience performance across the Australian retail banking sector. Each report benchmarks how effectively banks are meeting customer expectations over time, based on continuously collected, real-world customer feedback.
Browse the latest published reports below, filter by month, or explore the full Retail Banking CXBI archive to view historical trends and benchmarks.
Retail CX lifts +0.22 YoY — Digital ease and delivery lead the way – CXBI benchmark for Retail Banking in November 2025.
Headline movements reflect steady gains in checkout UX and fewer delivery incidents. Value remains stable with mild price pressure.
Retail CX lifts +0.22 YoY — Digital ease and delivery lead the way – CXBI benchmark for Retail Banking in October 2025.
Headline movements reflect steady gains in checkout UX and fewer delivery incidents. Value remains stable with mild price pressure.
Retail CX lifts +0.22 YoY — Digital ease and delivery lead the way – CXBI benchmark for Retail Banking in September 2025.
Retail customer experience edged higher this month. The CX Benchmark Index (CXBI) reached 7.82 (▲ +0.04 MoM, ▲ +0.22 YoY). Gains were led by digital ease (faster checkouts, fewer p…
