Investor Presentaiton
Customer franchise.
Customer franchise
MFI share 1,2
■Westpac
■St.George brands
Customer satisfaction (CSAT)²
-Westpac
St. George brands
Peers
Net Promoter Score (NPS)²
15.6%
15.7%
16.4%
16.3%
5.4%
5.2%
5.3%
5.3%
10.2%
10.5%
11.0%
11.0%
Consumer
7.6
7.6
6654
-Westpac
St.George brands
Peers
6.3
5.4
3.5
1.1
-0.1
1H21
2H21
1H22
2H22
■Westpac
■St.George brands
■ Peers
Feb-20 Aug-20 Feb-21 Aug-21 Feb-22 Aug-22
Feb-20 Aug-20 Feb-21 Aug-21 Feb-22 Aug-22
29.0%
14.4%
11.7%
16.3%
5.3%
11.0%
-Westpac
St.George brands Peers
-
-Westpac
St.George brands
Peers
7.1
Peer 1
Peer 2
Peer 3
Westpac
Group
Customer numbers³ (#m)
■Australian banking
Business
-3.6
7.7
7.4
7.3
7.3
6.8
New Zealand
■Other4
12.8
Feb-20 Aug-20 Feb-21 Aug-21 Feb-22 Aug-22
12.7
12.6
12.7
1.2
1.1
1.0
1.0
-Westpac
Peers
1.3
1.3
1.3
1.3
-8.3
-11.4
-22.9
Feb-20 Aug-20 Feb-21 Aug-21 Feb-22 Aug-22
-Westpac
10.3
10.3
10.3
10.4
Sep-20
Sep-21
Mar-22
Sep-22
New Zealand
Mar-20 Sep-20 Mar-21 Sep-21 Mar-22 Sep-22
70
66
65
62
2222
Peers
227
32
31
23
16
Charts may not add due to rounding
1 Main Financial Institution for Consumer customers. Data at August 2022. 2 Refer page 136 for details of the metric provider. 3 Customer numbers related to businesses sold, held for sale or in run-off at September 2022 have been excluded from all
periods. 4 Other includes WIB, Westpac Pacific and Platforms customers.
43
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