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

There’s little change for Westpac Banking Corporation this wave – the brand remains at ninth in the Telecommunications in Australia table and its Overall Effort Score remains unchanged from Q4 2024.

Looking at the pillars, ‘Style of Communication’ and ‘Knowledge & Expertise’ remain flat wave on wave.

Last wave, we highlighted that the brand’s recent tech outage may cause a challenge for the brand in Customer Effort, but its communication appears to have delivered. The two pillars most likely to be affected – ‘Valuing the Customer’ and ‘Speed of Resolving Problems’ added +1 vs last quarter’s results.

Style of Communication

last quarter

45% 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 & Expertise

last quarter

41% rate the expertise of the customer service agent as 'excellent'

40% 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 'good'

Undertanding & Valuing the Customer

last quarter

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

40% say the way they understood their needs was 'excellent'

56% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

45% rate how easy it was to find the information they wanted on the website/app as 'good'

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 "good"

41% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'