Human capital | Service capital | Social and environmental capital
Human capital
Strategic objectives:
| Indicator | 2004 | 2005 | 2006 | 2007 | Latest Available |
| Employee turnover (total)2 | 17% | 16% | 17% | 17% | 19% |
| Employee commitment (% employees reporting a positive score)3 | 68% | 69% | 68% | 71%1 | 71%1 |
| Lost Time Injury Frequency Rate (Injuries per one million hours worked)2 | 7.07 | 5.77 | 5 | 4 | 3 |
| Indicator | 2004 | 2005 | 2006 | 2007 | Latest Available |
| Customer satisfaction (Aust) – Consumer4 Source: Roy Morgan | 69% | 72% | 70% | 74% | 75% |
| Customer satisfaction (Aust) – Business4 Source: TNS | 64% | 67% | 66% | 72% | 77% |
| Complaints resolution rates (Aust)5 – Average (% complaints resolved within 5 days) | 81% | 83% | 82% | 82% | 84% |
| Customer satisfaction (NZ) – Consumer6 Source: ACNielsen | 55% | 58% | 58% | 59% | 61% |
| Customer satisfaction (NZ) – Business6 Source: TNS | 51% | 57%2 | 61% | 565% | 60% |
| Indicator | 2004 | 2005 | 2006 | 2007 | Latest Available |
| Community contributions (Aust $m) | $42m | $44m | $47m | $47m | $52m |
| Greenhouse gas emissions (Equivalent tonnes of CO2 emissions) | 136,400 | 124,500 | 111,0006 | 109,900 | 109,900 |
| Paper consumption (Sheets/person) | 9,500 | 10,100 | 9,600 | 8,900 | 8,900 |
NOTES:.
1. The annual Staff Perspectives Survey is conducted in June each year.
2. As at 31 March 2008
3. Figures from annual Staff Perspectives Survey (SPS) conducted in June of each year
4. As at 31 March 2008. Customer satisfaction figures examine the proportion of Westpac's customers (who consider the bank as their main financial institution) that are either 'very satisfied' or 'fairly satisfied' with their overall relationship. Customer satisfaction scores are reported on a 12-month moving average basis. Data is collected by independent providers being Taylor Nelson Sofres (TNS) for business results and Roy Morgan Research (RMR) for consumer results in Australia
5. Latest available information based on six months ended 31 March 2008.
6. As at 31 March 2008. Source: ACNielsen Consumer Finance Monitor Toplines 1st quarter (March 2008). ACNielsen implemented new survey methodology in the December 2007 quarter and comparatives for 2004–2006 are unable to be restated. ACNielsen performed a parallel survey at 30 September 2007 under the new methodology to provide indicative comparatives. The result for this survey was 47%.
General advice on this website has been prepared without taking into account your objectives, financial situation or needs. Before acting on the advice, consider its appropriateness. Consider our disclosure documents, which include Product Disclosure Statements (PDS) for some products. The PDS is relevant when deciding whether to acquire or hold a product. View our Australian Prudential Regulation Authority Registrable Superannuation Entity (RSE) Licence & Registration numbers.
By accessing and viewing this website you agree to be bound by the Terms and Conditions of this website.
Copyright © 2008 Westpac Banking Corporation ABN 33 007 457 141
