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Bankwest

  Financial Services in Australia

Bankwest overall Effort Score: 57 Bankwest vs 53 Bankwest last quarter
Sector Effort Score benchmark: 56 Bankwest vs 55 Bankwest last quarter

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.

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Customer Effort in detail

Style of Communication 60 vs 56 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 and Expertise 59 vs 55 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'

Understanding & Valuing the Customer 57 vs 53 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'

51% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 51 vs 48 last quarter

40% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'good'

42% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

43% say they made it ‘very easy’ to achieve what they set out to do

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.