Performance metrics such as volumes, arrears, conversion rates and customer NPS are considered, yet they are only part of the picture.
“I don’t want it to be based purely on numbers or purely on experiences. I want it to try and be a good combination of both,” said Rakhit. “It’s not a strict criteria, it’s not the person who has the best customer score, it’s not the person who has the lowest rework, it’s a culmination of all those factors.”
The awards are “our way of saying thank you for a really good year, whether that is a good year in terms of (how) you’ve helped us with customers (or how) you’ve helped Australians gain homeownership”, he added. “It’s a celebration first and foremost, and naturally it’s good recognition.”
Rakhit said Bankwest is focusing its efforts on delivering faster turnaround times for brokers, while increasing its investments in digital and in-person broker support systems.