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Westpac NPS | Westpac Net Promoter Score 2022

Company Type: B2B

Company Size: Large

NPS

(10 points )

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Westpac's Net Promoter Score is -6.9 according to the latest available source (Roy Morgan, 2021). That's an increase of 5.7 points from 2020.


Westpac Banking Corporation, more commonly known as Westpac, is an Australian bank and financial-services provider headquartered in Westpac Place, Sydney. Westpac is one of Australia's "big four" banks. Its name is a portmanteau of "Western-Pacific". As of November 2015, Westpac has 13.1 million customers, and is Australia's largest branch network, with 1429 branches and a network of 3850 ATMs. The bank is Australia's second-largest bank by assets. Westpac is also the second-largest bank in New Zealand.


Download our annual NPS Benchmarks Report here to compare Westpac to others in the financial services industry.

Net Promoter Type

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Response Rate

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Score Updated December 23, 2021

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Westpac News

Date

Update Description

Score Change

Link

02/11/13

Westpac's Net Promoter Score was -16.8 for the six months to February 2013.

-17

11/29/17

Westpac was recently named Best Business Bank in Australia and is currently ranked number one in overall customer satisfaction (Net Promoter Score).

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Westpac NPS Rank & Industry Overview

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What is Net Promoter Score?

Net Promoter Score®, or NPS® is a loyalty metric developed by Fred Reichheld and was introduced by him in his 2003 Harvard Business Review article "The One Number You Need to Grow". At its core, NPS can be termed as a metric that measures a customer’s willingness to recommend a brand’s product and services to their friends, family and colleagues.

What is a good NPS score?

Net Promoter Scores vary greatly between industries. CustomerGauge conducted a study in 2016 and published the average Net Promoter Scores by industries. For example, the Cable and Telecommunications industry’s average Net Promoter Score is at or below 30. Retail, Transportation & Logistics and Wholesale on the other hand get a 50 or more Net Promoter Score on average.

About Our NPS Benchmarks

CustomerGauge collates and publishes any publicly available Net Promoter Score from industries all across the globe, with the added ability of allowing companies to submit their own Net Promoter Score for publication. We aim to not only share NPS scores, but verify and present them in the most transparent way.