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 continues to climb. The brand has taken the third spot alongside Bank of Queensland after adding +4 its Overall Effort Score wave on wave.

With a score of 68, the wave sees Bankwest post its highest ever Overall Effort Score. The brand has been buoyed by growth across all four pillars, with Knowledge & Experts up by +4. Speed of Resolving Problems up by +3, and Style of Communication and Valuing the Customer adding +2 points each.

Earlier this year, Bankwest announced that it would be axing 90 jobs following a digital push, a move that has served to only increase scores in the Customer Effort Index.

Style of Communication

last quarter

48% say the politeness of their customer service agents is 'excellent'

54% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

51% rate the expertise of the customer service agent as 'excellent'

48% say the way details were clearly explained to them was 'excellent'

49% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

53% say the way they understood their needs was 'excellent'

44% say the range of solutions or options that were suitable was "excellent"

61% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

43% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'excellent'

47% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

52% say they made it ‘very easy’ to achieve what they set out to do