Westpac Banking Corporation

Financial Services in Australia

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Westpac Banking Corporation overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Westpac Banking Corporation has dropped to 11th this wave in the Financial Services in Australia table.

Its Overall Effort Score of 55 remains the same as the past two previous waves, but Macquarie’s higher score in Q2 2025 has pushed Westpac down a place.

Similarly, three out of four of the pillars remain the same wave on wave, but a -1 drop in Style of Communication indicates an area of focus for the brand if it wishes to improve its Overall Effort Score.

Westpac has committed AU$600m to revamp its technology infrastructure with customer service the focus. Will this pay off for Customer Effort? Come back next wave to find out.

Style of Communication

last quarter

44% say the politeness of their customer service agents is 'excellent'

42% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

40% rate the expertise of the customer service agent as 'excellent'

41% say the way details were clearly explained to them was 'excellent'

42% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

39% rate this brand as 'good' for how they made them feel valued/important as a customer

42% say the range of solutions or options that were suitable was "good"

54% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

43% rate how easy it was to find the information they wanted on the website/app as 'good'

42% 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"

39% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'