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Westpac Banking Corporation

  Financial Services in Australia

Westpac Banking Corporation overall Effort Score: 55 Westpac Banking Corporation vs 54 Westpac Banking Corporation last quarter
Sector Effort Score benchmark: 56 Westpac Banking Corporation vs 55 Westpac Banking Corporation last quarter

It’s been a mixed quarter for Westpac Banking Corporation.

Two pillars, Knowledge & Expertise and Style of Communication, have kept the same score, while one pillar, Valuing the Customer, has declined -1 point and the other has increased +1 point.

In Speed of Resolving Problems, its score is now 51, up from 50 last quarter. Its customers rate them highly for how easy it is to find what they need on their website/app, as well as the outcome of their communication with Westpac’s customer service agents.

This score could increase next quarter, depending on how well it handled its most recent tech outage. The outage caused its app and online banking to stop working for thousands of its customers, preventing them from being able to access their funds.

Another area of focus should be Valuing the Customer. Its -1 point decline is likely down to 39% of its customers feeling valued/important, highlighting that 61% aren’t. Similarly, only 40% felt they understood their needs.

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Customer Effort in detail

Style of Communication 61 vs 61 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 and Expertise 56 vs 56 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'

Understanding & Valuing the Customer 56 vs 55 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'

46% say the range of solutions or options that were suitable was "excellent"

Speed Solving the Problem 51 vs 50 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 speak to a customer service agent that can help them with their query as 'excellent'

41% say they made it ‘very easy’ to achieve what they set out to do

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.

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