All four major banks now listening to broker feedback

The major bank’s net promoter score has plunged into negative territory following a second consecutive increase in its turnaround times, new data has revealed.

Westpac has acknowledged that its response rates have been “too slow” following the “surge in demand for customer assistance at the start of the COVID-19 pandemic”, which created “challenging conditions for home lending processing and call centres, which “needed to be addressed”.