BOM and satisfaction excel for Kelly

The 2013/2014 financial year saw "probably the biggest growth that we've had in four years" in customer numbers, Westpac CEO Gail Kelly said yesterday.

"Westpac is now the lead of the major banks in terms of customer satisfaction, both in regards to consumer satisfaction and with regards to business satisfaction," she said. The latter is a recent achievement.

Westpac's Bank of Melbourne relaunch also continues to work, from the bank's point of view.

Kelly said: "we have a strategy of bringing back a bank [back] to its former glory and the bank was going really well."

BOM achieved a ten per cent increase in customer numbers and three times system growth in mortgages.

Westpac opened 15 Bank of Melbourne branches over the year, taking the total to 77, "with the bank delivering ahead of its two-year business plan with customer growth," Kelly said.