Financial Services in Australia
Bankwest has continued to improve and its Overall Effort Score has increased wave on wave by +1 to 53.
In terms of pillars, its Valuing the Customer score of 53 has had a great deal to do with this boost, with the +2 point increase a testament to its improvement in that area.
The +2 point increase is because +4% more of the bank’s customers – rising to 44% – rated it as ‘good’ for how they made them feel valued and/or important as a customer.
Its Speed Solving the Problem score also increased by +1 point to 48. Thirty-eight per cent of Bankwest’s customers rated it ‘very easy’ to achieve what they set out to do.
Bankwest has recently launched the first phases of NameCheck, which provides its customers more detail on transaction receipts to help protect them against scammers. We will monitor whether this service has made the company easier to do business with according to its customers in next wave's data.
Customer Effort in detail
Style of Communication
56 vs 56 last quarter
42% say the politeness of their customer service agents is 'excellent'
38% rate the ability to communicate with them in their chosen language (other than English) as 'good'
Knowledge and Expertise
55 vs 56 last quarter
47% rate the expertise of the customer service agent as 'excellent'
41% say the way details were clearly explained to them was 'good'
42% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
53 vs 51 last quarter
44% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
40% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
39% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
Speed Solving the Problem
48 vs 47 last quarter
40% rate how easy it was to find the information they wanted on the website/app as 'good'
38% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'
37% rate how they were able to speak to a customer service agent that can help them with their query as 'good'
