Investor Presentaiton
Customer franchise.
MFI Share 1,2
Customer satisfaction (CSAT) 2
■Westpac
■St.George brands ■Peers
-Westpac
St.George brands
Peers
7.7
29.6%
Consumer
7.6
7.5
7.4
7.3
Net Promoter Score (NPS) 2
-Westpac
Customer franchise
St.George brands
-Peers
3.1
1.9
1.1
-0.8
-7.3
14.6%
15.6%
11.6%
5.4%
10.2%
Aug-18 Feb-19 Aug-19 Feb-20 Aug-20 Feb-21
Aug-18 Feb-19 Aug-19 Feb-20 Aug-20 Feb-21
-Westpac
St.George brands
Peers
-Westpac
St. George brands
Peers
Peer 1
Peer 2
Peer 3
Westpac
Group
Customer numbers (#m)
■Australian banking
■New Zealand
Other
Business
7.8
7.4
7.3
7.2
7.1
14.2
14.2
14.1
14.0
Aug-18 Feb-19 Aug-19 Feb-20 Aug-20 Feb-21
1.7
1.7
1.6
1.4
1.4
1.3
1.3
1.3
84321
1.6
-8.7
-10.2
-15.6
-17.0
Aug-18 Feb-19 Aug-19 Feb-20 Aug-20 Feb-21
11.2
11.2
11.2
11.3
Sep-19
Mar-20
Sep-20
Mar-21
New Zealand
-Westpac
Peers
78
75
74
67
-Westpac
Peers
39
36
3320
24
16
34
Sep-18 Mar-19 Sep-19 Mar-20 Sep-20 Mar-21
Sep-18 Mar-19 Sep-19 Mar-20 Sep-20 Mar-21
1 Main Financial Institution for Consumer customers. Data at 28 February 2021. 2 Refer page 115 for details of the metric provider.
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Westpac Group 2021 Interim Results Presentation & Investor Discussion Pack
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