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Westpac Banking Corporation

  Financial Services in Australia

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

Westpac Bank might have only maintained its Overall Effort Score of 54 again this quarter, but it has moved up to 8th in the Australian Financial Services ranking.

Although its Overall Effort Score has stayed the same, there have been some movements in two of the pillars this quarter. Style of Communication has dropped by -1 point to 61 from 62 last quarter.

Its customers marked the bank down in this pillar on the politeness of its customer service agents, which is down by 2%. Its customers also ranked them lower for their ability to communicate in their chosen language, also down by 2%.

The Knowledge and Expertise pillar has also declined by -1 point. Its customers marked them down on all three areas that make up the pillar, with a 1% decline on each area,

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Customer Effort in detail

Style of Communication 61 vs 62 last quarter

46% 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 57 last quarter

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

40% say the way details were clearly explained to them was 'excellent'

41% rate how well the customer service agent understood their particular problem or question as 'good'

Understanding & Valuing the Customer 55 vs 55 last quarter

39% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

40% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

44% 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 50 vs 50 last quarter

46% rate how easy it was to find the information they wanted on the website/app as 'good'

42% 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 'excellent'

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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