Bankwest - Nice

Financial Services in Australia

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Bankwest overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

It’s another quarter of growth for Bankwest. The company has added +2 to its Overall Effort Score, marking a total rise of +8 in the past 12 months.

Looking at the pillars, wave on wave, Bankwest has grown its scores by +4 in Valuing the Customer and +2 in both Knowledge & Expertise and Speed of Resolving Problems. Style of Communication remains the same wave on wave, giving the brand an area to focus on to grow its Overall Effort Score further.

Bankwest announced last month that it would be axing 90 jobs following a digital push. We’ll be paying close attention to see if this has affected next month’s Customer Effort Index results.

Style of Communication

last quarter

50% say the politeness of their customer service agents is 'excellent'

49% 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'

47% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

47% rate this brand as 'excellent' for how they made them feel valued/important as a customer

41% say the range of solutions or options that were suitable was "excellent"

60% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

41% rate how easy it was to find the information they wanted on the website/app as 'excellent'

41% 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"

43% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'