Bankwest - Nice

Financial Services in Australia

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Bankwest overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Bankwest has continued to climb up through the Financial Services in Australia table this quarter.

The brand added +2 points to its Overall Effort Score following wave-on-wave growth in three of the CEI’s four pillars. ‘Speed of Resolving Problems’, ‘Style of Communication’ and ‘Valuing the Customer’ are all up by +3, but ‘Knowledge & Expertise dropped by -1 point.

We’d advise Bankwest to focus on clearly explaining details to their customers if they want to continue to grow their Overall Effort Score.

Style of Communication

last quarter

46% say the politeness of their customer service agents is 'excellent'

43% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

49% rate the expertise of the customer service agent as 'excellent'

40% say the way details were clearly explained to them was 'excellent'

45% rate how well the customer service agent understood their particular problem or question as 'excellent'

Undertanding & Valuing the Customer

last quarter

41% rate this brand as 'excellent' for how they made them feel valued/important as a customer

44% say the way they understood their needs was 'excellent'

37% say the range of solutions or options that were suitable was "excellent"

Speed Solving the Problem

last quarter

37% rate how easy it was to find the information they wanted on the website/app as 'excellent'

40% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"

38% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'good'