Bankwest + Qualtrics
Bankwest + Qualtrics
We have truly embedded customer obsession in the Bankwest business
Established 1895, Bankwest today is known for its customer-centricity and a call for “less BS” (Bank Stuff). It all started with a small but mighty Market Insights Team that leaned on Qualtrics to offer more holistic customer journeys, speedier insights and more cost-efficient brand research. By embedding customer obsession in every part of the Agile business, Bankwest saw a 15 points increase in NPS.
Infusing every activity with customer insights
Meeting varied needs as Bankwest went Agile
Prior to Qualtrics, Bankwest’s Market Insight team used disparate research tools – causing a disconnect in insights from digital channels and the frontline. Its brand program relied on often costly external research agencies. As the bank moved to Agile ways of working, there was also a rising need for faster, sharper, iterative insights in line with sprint rhythms.
From middlemen to trusted advisors, enabled by technology
Bankwest consolidated its CX, research and brand measurement tools to Qualtrics. This opened up whole new DIY capabilities to conduct sophisticated research in-house (including choice modelling and MaxDiff), build real-time CX and brand dashboards, and importantly, manage and grow a research panel that allows Bankwest to scale up research with speed and cost efficiency.
Storytelling to build internal momentum
With integrated, holistic views of customer journeys in place, the team was able to nurture internal champions, demonstrate impact and value, and showcase success stories.
Why Qualtrics
Engage and support customers on every channel
Deliver powerful, personalised recommendations for every customer straight to your frontline teams to increase usage, drive upsell, and reduce churn.
Powerful research to drive the right decisions
Bring sophisticated quant and qual research together with powerful
analytics in a single easy-to-use platform.
Higher quality insights at speed
Build your own research panel – giving you rapid and easy access to conduct studies and test concepts. Recruit, manage and reward panelists without leaving the platform.
Bankwest Achieved
Bankwest Achieved
+15
increase in Net Promoter Score
Faster turnaround of insights in fortnightly sprints
+500%
CX moments of truth touchpoints
Consolidating to Qualtrics had immediate benefits. It freed up the team to focus on research by dramatically reducing the admin overhead. With everyone on the same platform, we could learn together and flex to support each other whenever we needed. The DIY capability meant the business could self-serve data requests..
Dr. Jarrad Dunning
Head of Market Insights
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