Westpac focus on customers leading turn-around

28 September 2007

Westpac focus on customers leading turn-around

Westpac New Zealand says attention to detail and attention to products has led to improved customer satisfaction.

The bank was the biggest mover in the latest Roy Morgan New Zealand bank customer survey – up 6.1% to 71.1%.

CEO Brad Cooper said the movement was encouraging as it reflected a renewed focus in the bank on “doing the little things right”, understanding customers and meeting their needs with innovative products.

“The survey result shows movement in the right direction and our front-line staff can take a lot of credit for that. There is still a lot to be done but this shows our focus is in the right place and bearing fruit.

“The efforts of our customer-facing staff are being supported by the development of leading products that are resonating with our customers,” Mr Cooper said.

“Westpac, for example, is the first and only New Zealand bank to offer a debit card – a payment card which allows people to buy on-line and over the ‘phone like a credit card, but use money from their own day-to-day accounts.

“We also recognised that concern around internet security was holding people back from participating in online banking, so responded with a simple guarantee that means no-one will be left out of pocket if they are the innocent victim of internet fraud.

“Westpac is the only bank in New Zealand to offer this clear and simple commitment. Since its launch a month ago it has received very positive feedback from our customers,” Mr Cooper said.

“We are ensuring all our products work better for our customers. Our Online Bonus Saver has a best-in-market bank on-call rate of 8.2%p.a* at a time when customers are seeking that combination of good returns coupled with security.

“I recently completed a series of forums around the country and sensed the high level of commitment and determination within the Westpac team. I’m pleased for Westpac employees that this is also being recognised by our valued customers,” Mr Cooper said.

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