Skip to Content

Financial Services in Australia

Back to rankings

Back to rankings
Westpac
Westpac Banking Corporation overall Effort Score
Black Star 1

58

VS

Black Star 2

55

last Quarter

Sector Effort Score benchmark
Black Star 3

60

VS

Black Star 4

59

last Quarter

Brand analysis

Westpac Banking Corporation might be towards the tail-end of the Financial Services in Australia table but it’s been a fantastic quarter for the Sydney-based bank.

The brand has added +3 to its Overall Effort Score, reaching 58 – the highest score the brand has posted in two years of running the Customer Effort Index. Westpac has overtaken Macquarie and is now within touching distance of all the brands in the middle of the table. In fact, just six points separates Westpac from the top three.

Unsurprisingly, the brand has increased its score across all four pillars within the Customer Effort Index. Style of Communication and Knowledge & Expertise are up by +3, while Speed of Resolving Problems and Valuing the Customer are up by +2.

Westpac has committed AU$600m to revamp its technology infrastructure with customer service the focus. Stay tuned to the CEI to find out if this investment is paying off as far as Effort is concerned. 

Filters

Filter
Show
 
Style of Communication
63

vs

60

last quarter

47% say the politeness of their customer service agents is 'excellent'

45% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

 
Knowledge & Expertise
59

vs

56

last quarter

44% rate the expertise of the customer service agent as 'excellent'

44% 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'

 
Valuing the Customer
59

vs

57

last quarter

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

41% say the way they understood their needs was 'excellent'

39% say the range of solutions or options that were suitable was "good"

 
Speed of Resolving Problems
54

vs

52

last quarter

41% rate how easy it was to find the information they wanted on the website/app as 'good'

45% 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"

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