Westpac says new 'Get Feedback' app gives SMEs the ability to properly understand customer behaviour, change it and commercially benefit from doing so

Westpac says new 'Get Feedback' app gives SMEs the ability to properly understand customer behaviour, change it and commercially benefit from doing so

By Gareth Vaughan

Westpac NZ says its new "Get Feedback" service will allow small and medium sized businesses, or SMEs, to "really mine into" what customers feel and think about them, win back disgruntled customers, and boost their bottom lines.

Simon Pomeroy, Westpac's head of digital banking and customer experience, told interest.co.nz Get Feedback was an Australasian banking first, and potentially a world banking first.

"We've been doing trialling with range of businesses from retailers to hospitality to professional services, and one of the key pieces of feedback we're getting from different organisations of different sizes and (in) different industries is this is the first time they've truly managed to get actionable insight into what their customers think and be able to respond to it," said Pomeroy.

This is an abridged version of this article. The full version was published in our email for paid subscribers. See here for more details and how to subscribe.

We welcome your help to improve our coverage of this issue. Any examples or experiences to relate? Any links to other news, data or research to shed more light on this? Any insight or views on what might happen next or what should happen next? Any errors to correct?

We welcome your comments below. If you are not already registered, please register to comment.

Remember we welcome robust, respectful and insightful debate. We don't welcome abusive or defamatory comments and will de-register those repeatedly making such comments. Our current comment policy is here.

1 Comments

Comment Filter

Highlight new comments in the last hr(s).

[pointless smear removed. Ed]