Net promoter scores "have lifted demonstrably" among customers using Westpac's contact centre who have been surveyed by the bank, FST Media reports.In an interview, Bob McKinnon, group executive for technology at Westpac, told FST that a recently introduced upgrade to the platform used by staff at the contact centre "has had a major impact on both productivity and customer experience."McKinnon did not cite any data, though bank management has previously explained the importance of the score to line-management.At an investor briefing, in October 2010, the bank's CEO, Gail Kelly, said: "We look at customers that give us nine out of ten. "We deduct customers that give us anywhere from nought to six, and then customers who are satisfied will give us seven and eight, and you end up with a net promoter score.  "We measure, and [we] track every single branch; every single business centre; every single contact centre. In fact, individuals within contact centres all have net promoter scores."One other interesting detail mentioned in the McKinnon interview with FST was that more than 10 per cent of internet banking traffic at Westpac comes via mobile phones.