Westpac
westpac.com.au ↗In their words
“In platforms such as BizEdge, Westpac One and Digital Banker, supports our ambition to lead in Consumer and Business Net Promoter Score (NPS1 ) and for Institutional, to achieve the number one position in the Relationship Strength Index (RSI2 ).”
“4 Internal Broker NPS Quarterly Pulse Survey Jun24 (Westpac Brand).”
“Our key customer metrics of Net Promoter Score (NPS) have improved, but not as much as we planned. We believe the organisational change we made this year, combined with increasing the focus on the customer experience through the Company, will lift…”
Disclosed NPS over time
Every Net Promoter Score Westpac has published, by date.
NPS disclosures (98)
Westpac's Consumer NPS reached #2 ranking (up 4 points) and Business NPS achieved #1 ranking (up 10 points) in 1H26.
…Dec-25 Up 31% BT PANORAMA 15 Westpac Update March 2026 FUA ($m) Net flows excluding benefit payments2 ($m) Managed accounts FUA ($m) Net Promoter Score (NPS)6 1 Investment Trends Platform Competitive Analysis & Benchmarking Report (released Feb’ 26).
…in platforms such as BizEdge, Westpac One and Digital Banker, supports our ambition to lead in Consumer and Business Net Promoter Score (NPS1 ) and for Institutional, to achieve the number one position in the Relationship Strength Index (RSI2 ).
(Refer to page 24) We track progress using two connected metrics: Net Promoter Score (NPS®) and Main Financial Institution (MFI). Improvements in NPS reflect growing customer trust, which leads to greater engagement and more customers choosing us as…
…TO INCOME RATIO 44% EMPLOYEE ENGAGEMENT TOP QUARTILE GLOBALLY BUSINESS BANKING WEALTH PACIFIC #2 MFI3 #1 Commercial4 NPS® #1 SME5 #3 Small Business6 $157bn FUA7 $1.8bn Lending2 50k Private Bank customers 340k Customers $110bn Lending2 $118bn Deposits…
…support Armaguard to maintain cash availability in the community CONSUMER MFI SHARE1,2 CUSTOMER SATISFACTION (CSAT)2 NET PROMOTER SCORE (NPS®) 2 Westpac Group 2025 Interim Results Presentation & Investor Discussion Pack FRANCHISE 1 Main Financial…
Westpac ranks number two in net promoter scores for consumer banking and third among business customers in investor presentation.
Westpac CEO sets ambitious goal to achieve #1 NPS ranking by 2029 in both consumer and business banking.
Increased NPS BETTER CUSTOMER EXPERIENCE IMPROVED EMPLOYEE EXPERIENCE INCREASED 1 2 3 SHAREHOLDER RETURN WIB WIB PRIORITIES Westpac Market Update March 2025 WIB PERFORMANCE Maintain ROTE Grow market share in core products & segments CUSTOMER Deepen…
We improved in Consumer NPS to +4 and in Business NPS to -3. We have strengthened our leadership in Branch NPS and have seen positive progress in Business Lending, though our overall scores that reflect broader customer experience are not where we'd…
We improved in Consumer NPS to +4 and in Business NPS to -3. We have strengthened our leadership in Branch NPS and have seen positive progress in Business Lending, though our overall scores that reflect broader customer experience are not where we'd…
…NPS3, up 2 points to #34 GROWING QUALITY DEPOSITS • MFI3 share up 70bps to 16.8%4 •
4 Internal Broker NPS Quarterly Pulse Survey Jun24 (Westpac Brand).
Westpac's Net Promoter Score has tumbled, reflecting a decline across the banking sector according to Roy Morgan findings.
Improved servicing capability, enhanced products and a leading mobile banking app 4 were reflected in the Consumer net promoter score that consistently trended higher throughout the half.
…Consumer NPS up 2 points to 42,3 • 100 co-located branches4 GROWING QUALITY DEPOSITS •
5 Consumer Net Promoter Score, Source: Fifth Dimension (5D), 6MR. Main financial institution customers.
Westpac's consumer net promoter score has increased reflecting improved mortgage servicing capability.
Our key customer metrics of Net Promoter Score (NPS) have improved, but not as much as we planned. We believe the organisational change we made this year, combined with increasing the focus on the customer experience through the Company, will lift…
…Mar-23 Sep-23 Westpac St.George brands Peers 89 Customer numbers3 (#m) MFI share1,2 Customer satisfaction (CSAT)2 Net Promoter Score (NPS)2 Westpac Group 2023 Full Year Results Presentation & Investor Discussion Pack CUSTOMER FRANCHISE CUSTOMER…
2 Due to the change of Strategic NPS provider, historic data (Sep-22) and new data (Mar-23) are not comparable. For further details on metric provider see page 124.
Westpac has the lowest NPS among major Australian banks, according to Stuff.co.nz analysis.
…and a $3.5bn share buy-back Customers Lending $30bn Customer deposits $33bn Customer franchise improved with Australian consumer net promoter score (NPS) higher over the year, although overall level is below major bank competitors Full Year…
…Westpac St.George brandsCustomer franchise.MFI share1,2 -0.13.51.15.46.3Feb-20Aug-20Feb-21Aug-21Feb-22Aug-22 Westpac St.George brands Peers43Customer satisfaction (CSAT)2Net Promoter Score (NPS)21 Main Financial Institution for Consumer customers.
2 Digital consumer NPS is a Net Promoter Score measuring the net likelihood of recommendation to others of the customer’s main financial institution for retail or business banking.
Westpac's NPS remains low compared to other banks, per Reserve Bank analysis.
Westpac is working to improve its languishing Net Promoter Score among retail customers, which is the lowest among the big banks.
Our primary measure of customer satisfaction is the Net Promoter Score1,2 (NPS) and while our score improved over the year to -3.3 from -6.9, our rank for Westpac remains at the lower end of peers.
…44 Customer satisfaction (CSAT) 2 11.2 11.2 11.3 11.3 1.4 1.3 1.3 1.3 1.7 1.6 1.4 1.3 14.2 14.1 14.0 13.9 Sep-19 Sep-20 Mar-21 Sep-21 Australian banking New Zealand Other Net Promoter Score (NPS) 2 1 Main Financial Institution for Consumer customers.
Westpac announces a net promoter score of 14, the lowest among the major five banks in the comparison.
Westpac's Net Promoter Score was 16 among non-business customers according to a banking sector analysis.
Westpac has been losing market share and has poor net promoter scores according to broker analysis.
Westpac's home loan division scores sector-lagging Net Promoter Score due to application backlog affecting reputation.
…Key operating metrics 1H20 2H20 1H21 Change on 2H20 Customers (#m) 1.35 1.34 1.33 (1%) Branches (#) 151 143 134 (9) Consumer NPS2 +21 +14 +16 Up 2 Business NPS2 +1 +7 (1) Down 8 Agri NPS2 +21 +34 +34 - Funds (NZ$bn) (spot) 10.9 12.2 11.9 (2%) Service…
Westpac revealed the lowest NPS of New Zealand's major banks at 14.
Westpac has the lowest NPS among New Zealand's major banks.
…delivery l Remediation programme delivery l Risk management capability and culture, and financial crime capability Customer franchise 10% l Net promoter score l Improvements in addressing root causes of customer pain points Digital transformation 10%…
MFI Share1,2 Net Promoter Score (NPS)2 Consumer WestpacSt.George brandsPeers 29.6% 15.9% WestpacSt.George brandsPeers 3.4 0.1 -1.2 -5.5 -6.9 11.6% Aug-17Feb-18Aug-18Feb-19Aug-19Feb-20Aug-20 Peer 1Peer 2Peer 3Westpac Group Customer numbers (#m)…
Westpac's NPS fell from -33.3 to -63.1 as mortgage approval times increase.
Customer franchise MFI Share1,2 Net Promoter Score (NPS)2 WestpacSt.George brandsPeers 14.1% 29.2% 12.1% 16.3% Consumer -6.2 -7.2 -10.0 -11.2 Aug-17Feb-18Aug-18Feb-19Aug-19Feb-20 Peer 1Peer 2Peer 3Westpac Group WestpacSt.George brandsPeers 5.9 Customer…
Financial 87% of target Non-financial 0% of target Weighted outcome (combined): 7% of target (4% of maximum) Customer outcomes (20%) Primary measures of performance include net promoter scores (NPS) and complaints handling. · Improved service quality…
…(#) (16) 1,006 971 955 Total ATMs (#) (20) 2,542 2,213 2,193 7.3 (2nd) 7.3 (2nd) 7.3 (2nd) Customer satisfaction2,3 - Down 1 place -6.8 (2nd) -6.6 (2nd) -7.3 (3rd) Net promoter score (NPS)2,3 6mma4 1 Restated for the impact of restructure of BTFG.
…included: · Increased the number of Australian banking customers by over 36,000 in the last six months (up 1.6%); · Number 1 in NPS for Business Bank and number 2 for Consumer Bank; · Piloting a new virtual chat assistant called ‘Red’ for Westpac…
…to 11.1m over 1H19 •Number 1 in Net Promotor Score (NPS) for Business customers and Number 2 for •NZ NPS improving - Consumer NPS +11 (up 3) - Business NPS +4 (up 4) •Deepen relationships2 - #2 MFI consumer market share (16%) - #2 MFI SME market share…
Westpac carries light baggage in part due to customer advocacy through its net promoter scores.
…contributor to BTFG’s earnings •Strong growth profile and fully funded balance sheet Clients (#’ 000) and Brand NPS (%) ClientsBrand NPS64 60 40 30 20 - (10) (20) Sep-14Sep-15Sep-16Sep-17Sep-18 454648 31 30 30 28 27 Brands Insurance: there when…
In the context of the Royal Commission, there has been a decline in customer satisfaction and net promoter (NPS) scores through the year. While Westpac’s NPS has declined, the fall has been less than peers and this has improved Westpac’s relative…
…1,006 Total ATMs (#) (293) 2,916 2,835 2,542 7.6 (=2nd) 7.6 (=2nd) 7.3 (2nd) Customer satisfaction1 - +0.9 +0.3 -6.8 Net promoter score (NPS)1,2 6mma Up 1 place (4th) (3rd) (2nd) 1 Refer pages 148 & 149 for metric definitions and details of provider.
…for sale – for example, in the Consumer Bank, the number of products has more than halved from 126 in 2015 to 60; · Customer satisfaction ranked number 2 compared to peers, and ranked number 3 for NPS for the Consumer Bank; and · Introducing a range…
…3.8 4.0 4.1 3% Total branches (#) (21) 1,059 1,046 1,025 7.6 (=2nd) 7.6 (=2nd) 7.6 (=2nd) Customer satisfaction1 - Net promoter score (NPS)1 6mma Up 1 place -2.5 (3rd) 0.9 (4th) 0.3 (3rd) 1 Refer page 137 for metric definition and details of provider.
…digital customers (#m)3.63.84.05% Total branches (#)1,0851,0591,046(13) Customer satisfaction1 (%)81.381.681.930bps Net promoter score (NPS)1 6mma4th 4th 1st +4.9 Service quality – complaints (#‘000)13.111.812.78% Cash earnings ($m) AIEA up 3%, margin…
The success of the new system is reflected in a jump in Net Promoter Score (NPS1 1 ) from 12 to 45. · Further enhancements to the online lending origination platform (LOLA) including reduced processing time for extending maturities.
For example, the net promoter score (NPS) across our call centres rose from 65.5 to 68.1 and branch NPS2 for St.George, Bank of Melbourne and BankSA for instance grew from 55 to 57 over the year.
…of Westpac Live to business customers in 2015, digital sales were up 31% year on year, complaints fell 58% and online Net Promoter Score (NPS) was up from -7 to +42. l A new mobile banking app feature has been added to St.George, Bank of…
2 Refer page 133 for net promoter score details. 3 Refer page 133 for customer satisfaction details 4 Refer page 133 for wealth metrics provider.
…Online NPS1 up from -10 to +40 • Dated desktop-based design •
…with 24/7 capability (%) 4 22 15 - - - Number of ATMs 3,850 3,890 3,814 3,639 3,544 Smart ATMs (%) 5 31 24 17 - - Net Promoter Score (NPS) Australia - consumer 6 1.1 0.9 (2.4) (7.7) (7.7) Net Promoter Score (NPS) Australia - business 6 (0.7) 1.2…
- Business lending up 4%; and 12 | Westpac Group 2015 Full Year Results Announcement Full Year financial results 2015 Review of Group operations - Business NPS 1 of (0.7) with Westpac Group ranked number 1.
…app (Android) ‘St.George Fingerprint logon’ won the Security & Fraud Management Category of the Financial Insights Innovation Awards (FIIA) 2015 Recognition Steadily building franchise value 39 1 Refer slide 145 for net promoter score details.
…customer experience – 33% reduction in credit card complaints – 27% reduction in personal loan complaints – SGB continued to lead majors in NPS among credit card customers and WBC rated 2nd of the majors3 Australian credit card and personal…
…1,544 1,538 1,532 1,517 Number of ATMs 3,890 3,814 3,639 3,544 3,625 Percentage of Talking ATMs (%) 4 95 93 91 88 Net Promoter Score 5 – Westpac Australia – affluent 6 (10) (9) (18) (17) (24) Net Promoter Score 7 – Westpac Australia – commercial 8 7…
Westpac was ranked number 1 of the majors in customer satisfaction in consumer and business customers and ranked number 1 of the majors on net promoter score for business banking 3 and third in consumer (up from fourth) 4 ; · Improved balance sheet…
2 Refer slide 147 for net promoter score details.
5 Westpac insights. .Productivity improved 20% .Sales per FTE up 34% .Employee advocacy up 8% .NPS improved 3.1 percentage points Customer contact centres1 .74% growth2 .80,000 accounts opened by ‘1-click’3 .25% increase in new to bank customers for BT…
Customers are increasingly recommending these planners, with our Net Promoter Score rising over the year. We also enhanced our processes and systems to support the Future of Financial Advice reforms, which came into effect in July 2013.
…Dragondirect, Sealcorp and St.George Appendix 2: Definitions 111 Westpac’s business units Financial performance Net Promoter Score (NPS) Net Promoter ScoreSM and NPSSM is a service mark of Bain & Company, Inc., Satmetrix Systems, Inc. and Mr…
To achieve Net Promoter Scores of +1 for retail and –12 for business in Westpac New Zealand. Not achieved – While the NZ retail NPS has steadily improved the target has not yet been met.
…experience will be adjusted based on current observable data 120 Appendix 2: Definitions (continued) Asset quality Net Promoter Score or NPS Refers to an external measure of customer advocacy which looks at how willing our customers are to recommend…
…Hydro and Renewables exposures in either lending or other product exposures. · To be ranked as the top 1 and 2 for Net Promoter Score (NPS) in Australia amongst the major banks and St.George, and achieve scores of +1 for retail and -12 for business…
…experience will be adjusted based on current observable data 107 Appendix 2: Definitions (continued) Asset quality Net Promoter Score or NPS Refers to an external measure of customer advocacy which looks at how willing our customers are to recommend…
Annual Report 2011 9 The following table sets out our performance against 2011 sustainability objectives: Customer To be ranked as the top 1 and 2 for Net Promoter Score (NPS) in Australia among the major banks and St.George Banking Group. Í St.George…
…WRBB 1,949 +11 +7 up 8% and deposits up 9% Margins down 7bps Expenses up 2% Impairment charges down 7% Business Net Promoter Score rising in key segments, now best of major banks3 Good customer flows Leading debt WIB 1,487 -2 -10 Margins…
…· Net Promoter Score in the Affluent consumer segment improved 24% to –17, and now rated third of the majors; · Net Promoter Score in Commercial improved from -1 to 3 and rated number 1 of majors; · Net Promoter Score in SME improved 42% to –10,…
Depth of customer relationship metrics continue to improve with higher NPS, increased products per customer, and rising referrals. Banker productivity also increased.
Average products per customer increasing to 2.61, which is the highest increase of the major Australian banks; n Net Promoter Score (NPS) in business segments improved by 6% to (15)%.
Average products per customer increasing to 2.61, which is the highest increase of the major Australian banks; · Net Promoter Score in business segments improved by 6% to (15%).
…May 2011 Building momentum across the Group Overview Westpac RBB Consistently growing mortgage market share Business Net Promoter Score rising in key segments, now best of peers Westpac Institutional Higher proportion of income from customer activities…
Our investment in the front line is also evident with pleasing improvements in net promoter scores; this includes achieving the lead position in business banking.
St.George maintained its leading position in net promoter score across key segments. BT Financial Group has continued its solid performance, capturing a significant portion of system FUA flows over the quarter with continuing strong growth in BT Super…
For 2010 the size of the award depended on both share price and our Net Promoter Score, which measures customer advocacy. The CEO, Directors and any employees who received an STI award deferred into equity or an LTI award during the year are not…
…as although positive, are not enthusiastic Results St.George Group -21.0 -19.9 30 -20 Westpac RBB Peer group* St.George leads the major banks in both Consumer (-4.3) and Business NPS (-4.2) Westpac RBB NPS in recent months has started to improve…
…customer metrics 4 The Westpac Group August 2010 Update Business unit Performance Westpac Retail & Business Banking Net promoter score results mixed, with improving business yet softer consumer Strong customer retention Good cross sell, with…
…4 products or more rising from 20% to 23%, benefiting from increased insurance cross sell, credit cards and the launch of Super for Life; and · Net Promoter Score (NPS) which is the highest of majors and increasing its lead above the nearest major bank.
It also has customer Net Promoter Scores(2) well ahead of the major bank average and a brand proposition that is stronger than ever.
Net Promoter Score is a service mark of Bain & Company, Inc., Satmetrix Systems, Inc. and Mr. Frederick Reichheld.
…With the merger completed well over a year ago, St.George is stronger than ever: Customer numbers up 2% over year Net Promoter Score ahead of majors Merger synergies 12% ahead of plan Major merger milestones: Single general ledger One ADI completed…
It also has customer Net Promoter Scores(2) well ahead of the major bank average and a brand proposition that is stronger than ever.
…share 23% has been from organic growth 20% 40% $400m in merger synergies 8.1% Positioned to support customers 84% $77bn Up almost 90% 1 Source for Consumer NPS (Net Promoter Score): Roy Morgan Research – NPS of main financial institution Aged 14+.
The merger with St.George Bank continues to progress well, with above system growth in lending and deposits, and improved Net Promoter Score results, now well above the major bank average.
…selffunding Earn the right to increase the share of each customer’s business Listen to customers and improve Net Promoter Score Decrease complaints and improve complaint handling – learning from St.George Closer relationships with existing…
For 2009, the size of the award is dependent on both the share price measure and net promoter score which measures customer advocacy. The CEO, Directors and any employees who received a LTI award during the year are ineligible to receive an Employee…
…delinquencies > 90 days 0.99 1.05 0.91 1.03 Business impaired assets to total committed exposure 0.79 0.42 0.31 0.26 Net Promoter Score (NPS) (%) 2H09 1H09 2H08 1H08 Westpac - Consumer(2) (15 ) (17 ) (24 ) (20 ) Westpac - Business(2) (21 ) (22 ) (32 )…
…85 front line staff, increasing cross-sell (especially in the strategically important Super-for-Life product) and introducing Net Promoter Scores(1) at the local level; · Increased focus on productivity and cost containment, reducing the expense to…
…Further integrate financial and non-financial reporting Report against UNPRI Achieve at least second highest sector Net Promoter Score Wealth products using sustainability principles Expand Westpac Assist to SMEs Launch Commodities, Carbon & Energy…
…retail 447 448 Total 2,580 2,560 St.George wealth and insurance 233 231 In addition to the growth in overall customer numbers, St.George recorded the highest Net Promoter Score (NPS) of the major financial institutions based on a six month average(1).
…Further integrate financial and non-financial reporting Report against UNPRI Achieve at least second highest sector Net Promoter Score Wealth products using sustainability principles Expand Westpac Assist to SMEs Launch Commodities, Carbon & Energy…
…no customer loss -200 FY09 - FY10 - FY11 - FY11 - Model Model Model Target 11 Westpac December 2008 Merger Briefing Internal measures of success Category Metrics Market share Customer Net Promoter Score/ Customer Satisfaction Retention rates…
…Lifted focus on the customer including improved call centre management and complaint resolution and the use of net promoter score as a key metric •
Retention disclosures (8)
Westpac piloting customer loyalty program to support retention at retail bank.
Westpac discusses digital transformation as essential for customer retention strategy.
Retention rate: 97.5% — “Maintained a high customer retention rate of 97.5%”
Retention rate: 97.6% (H1 2013) — “Maintained a high customer retention rate of 97.6% overall with particularly strong performances in key segments of SME, Commercial and Affluent”
Retention rate: 97.6% (H2 2012) — “High customer retention rate of 97.6% overall with high performance in our key segments of SME, Commercial and Affluent”
Retention rate (SME, Commercial and Affluent): 97% (H1 2012) — “Customer retention rate of 97-99% across SME, Commercial and Affluent segments”
Retention rate (SME, Commercial and Affluent): 95% (H2 2011) — “Customer retention rate of 95-98% across SME, Commercial and Affluent segments”
Retention rate (SME, Commercial, and Affluent): 96% (H1 2011) — “Customer retention rate of 96-99% across SME, Commercial, and Affluent.”
Lighthouse companies in Banking
About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.