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.