Bankwest + Qualtrics

Building a better digital experience

Bankwest committed to improving the financial wellbeing of their customers and communities with a range of support initiatives. To ensure the company could keep pace with modern customer demands and ahead of its competitors, Bankwest selected Qualtrics to improve the user experience on their website through Site Intercepts.

How Bankwest is closing the experience gap


Reduction in exit rate

Bankwest were experiencing a 19% site exit on its credit card online application form. The site was redesigned based on feedback captured by Qualtrics to improve the user experience, helping reduce the exit rate by 48%

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Site feedback across the digital journey


The bank captures site feedback at many touchpoints across the digital customer journey. Insights are used to make it easier to find key information and make digital experiences more effective, easy, and enjoyable.

Changes made in hours

Using Site Intercept, Bankwest is able to build, configure, and launch customer engagements in-house in hours. Bankwest’s website is constantly updated with optimal usability based on the needs of website visitors, which has generated increased website conversion and revenues.

Bankwest Achieved

48%

reduction in site exit rate

360

view of the digital experience

90%

contributed to customer satisfaction

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Qualtrics allows us to understand the “why” behind website visitor behaviour.

Bankwest

Bank

Bankwest

About Bankwest

At Bankwest, we believe everyone deserves a simple, friendly, and safe and secure banking experience and that people want, well, less bank in their life. So, we're dedicated to being just the right amount of bank, without the gimmicks.
Industry
Financial Services
Organization Size
Large
Region
APJ