There are much better results in this wave's data for Bankwest than last. There has been a +4 point increase in its Overall Effort Score, placing it in 6th place from 10th in the Australian Financial Services.
Knowledge & Expertise's score of 59 has a great deal to do with this increase, with the +4 point jump a testament to its improvement in that area.
This is partly due to a +3ppt increase in its customers rating it as ‘excellent’ for how well its customer service agents understood their particular problem – now 45%. What’s more, 49% rated the bank’s expertise as ‘excellent’.
Elsewhere, its Style of Communication pillar also went up +4 points to 60. 46% of its customers highly rated the politeness of the bank’s customer service team, a +4ppt increase on last quarter.
Bankwest closed its final city branch earlier this week as part of its ongoing shift to become a digital-only service. Revisit the CEI next quarter to find out how this is impacting or enhancing customer effort.